Everyone who has to professionally address "challenges" from unhappy customers, because their organisation either did something wrong, or was perceived to do so. So often we have to recoup lost ground, because a colleague has handled a complaint badly, or portrayed an attitude that's offhand. Worse it could be your own organisation.
Objectives of the course
To ensure that a typical 68% of customers don't go to your competitors because your organisation dropped it's guard. Remember, you're only as good as the last job you completed for your customer.
Course content
Why customers get "turned off"
How to rescue that bad 1st impression
The power of questions, listening, key phrases and speech to save difficult situations
Preparation - Going Live - Following Up with customers
How to avoid taking everything personally
Handling different types of aggression
How not to say NO when YES isn't an option
How to assertively empathise, offer solutions, work with the customer and Win!
How to tool-kit for on-going success
"Very enthusiastic & thorough"
Alia H., Intrust
"Great. Very helpful"
Leone De-M., Wellers
"Very enthusiastic and well presented, very useful for future reference when dealing with difficult customers"
Alan C., CSE Servelec
"Useful in a current situation of dealing with difficult customers. Helping and providing good suggestions"
Alex M., Systems Union
To book on this course please complete the form below, and an invoice will be sent to you for payment.
(* required fields)
Terms: A full refund (less 20% administration charge) will be made for cancellations received in writing or by email not less than 15 days prior to the course. Cancellations after this time are charged at the full fee.
