Effective Customer Service Techniques Manipulate Problematical and Challenging Customer Situations
For Positive Results
Delivering effective customer service in today’s
pressured environment is not an easy task. The modern
day customers’ expectation of service is often
deemed exceptionally high and unreasonable. But, as
providers, we need to placate difficult customers and
at the same time, manage the situation to achieve a
positive outcome for both company and client. This
module has been designed to help staff mange difficult
situations with confidence and sincerity, understanding
that a situation resolved is an opportunity to acquire
a positive and long-term customer.
Who should attend?
Personnel who deal with, and manage customers in face-to-face
situations.
Learning Benefits
Understanding what constitutes good customer service
Understanding
why your customer has expectations
Benefits to your
company of managing a customer situation positively
How
to refraining from taking things personally and
becoming entangled in an argument
How to recognise
and manage your own reactions and ‘Hot
buttons’
Reading and identifying positive
and negative customer body language
Anticipating
and dealing with unacceptable behaviour and verbal
insults
