Dealing with Demanding Customers

Does your team see dealing with demanding clients as a necessary evil of their customer service role? Or are they evolved enough to appreciate the comments of this customer group as valuable fee back to improve upon your current business practices? Is every member of your team able to understand that the complaints of a disgruntled customer are not personal attacks and thus willing to see beyond the problem in order to create a practical solution?

Understanding how to effectively deal with demanding customers and handling their expectations in an effective manner can turn “difficult”  customers into loyal ones that will purchase and recommend your products or services many times over.

Workshop Aims:

The aim of this one day workshop is to increase the participant’s awareness of the skills required to successfully deal with demanding customers face-to-face and over the telephone.

  • Participants will learn:
  • Understanding the value of customer complaints
  • Describing a framework for dealing with customer complaints
  • Recognising different types of demanding customers
  • Putting yourself in the customers shoes
  • Demonstrating how to build rapport with the customer and diffuse potentially challenging conversations
  • Developing a range of skills for dealing effectively with demanding customers
  • Understanding the role of assertive behaviour in dealing with demanding customers
  • Practicing dealing with challenging telephone calls
  • How to improve the service provided to the customer in order to reduce the number of complaints
  • Knowing your strengths and development areas and putting a personal plan in place

Participants will become more confident, assertive and motivated in order to build effective customer relationships. The workshop will use a variety of interactive learning tools including individual exercises, small group work and plenary discussion.

Who should attend?

  • Frontline and support staff who deal with customers both face-to-face and over the telephone
  • All staff, supervisors and managers who become involved in dealing with sensitive customer service issues

Tailored programmes and coaching

More advanced or follow-on sessions such as Sales Skills and/or Negotiation Skills are also available for participants’ further development. For those people who really want to hone their skills, or work on a particular scenario, one-to-one coaching is available for extra assistance.

 

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