Defusing Demanding & Difficult Customers
Training Benefits & Deliverables:
- Defuse demanding & difficult customers more successfully
- Handle angry and emotional customers more effectively
- Increase customer loyalty by resolving complaints faster
- Decrease the number of lost customers due to the perception of poor service
- Transform difficult customer conflict into customer cooperation
- Reduce the stress level of customer service employees
- Better anticipate upset customer emotional needs and expectations
- Understand our communication style from the eyes of the difficult customers to reduce misperceptions
- Respond to unreasonable demands and emotions with phrases that calm people down
- Use stress and pressure coping strategies that keep us from blowing our cool
- React diplomatically even to the most demanding and difficult customer
- Tactfully handle the most difficult customers
- Deliver bad news without overly upsetting or alienating the customer
- Make difficult customers feel they’re receiving top level service even when you can’t deliver what they want
- Help difficult customers realize when they’re wrong and come up with a face-saving solution
- Turn around difficult customers behavior
- Build greater CSR confidence with motivating customer service training
Course Outline:
I. Meeting Customer Expectations
- 4 Steps to delivering world-class customer service
- Customer’s service perceptions affect their emotions
- Personalities also affect customer reactions
II. Assertive Customer Service & Communication Techniques
- DiSC customer personality strengths & weaknesses
- DiSC service personality strengths & weaknesses
- 3 styles of interpersonal communication: Aggressive, Passive, and Assertive
- 6 assertive communication methods to end arguments
III. Handling the Angry and Difficult Customers
- Defusing Emotional Manipulators
- Handling loud & abrasive customers
- Dealing with explosive & intimidating customers
- Placating Prima Donna customers
- Work with the chronic complainer customers
IV. Defusing Emotional Situations
- 2-step process to defuse emotions
- The keys to exceeding customer expectations
- Fixing things when they go wrong
- Keep service breakdowns from becoming emotional
V. Improved Interpersonal Skills
- Improve your listening skills
- Handling angry customers on the telephone
- Helping the customer when they are in the wrong
- Stay calm and in control of your emotions
