This course aims to give you the confidence to handle challenging customers to achieve a win-win outcome.
Objectives: By the end of the course, you will have:
- At least 3 tools to use when dealing with challenging customers.
- Given tips for defusing potential conflict
- Identify potential solutions for most challenging issues
- Have fun
Session will include:
Essentials for good Customer Service
- Importance of good customer service
- Tips to Excellent customer services
Practical Exercises 1
- Role play with external secret customer
- Discuss how it was handled
- What went well/How it could have been improved
- Feedback from ‘secret customer’
- In groups, list areas of concern with potential solutions
- Each pair/group present their list & solutions
- Whole group discuss list and agree solutions
Who should attend?
Anyone who has direct contact with customers/potential customers in person or via the telephone.