How to Handle Difficult Customers
About the Training/Workshop
Overview
The seminar focuses on the special techniques of managing customers who are problematic to handle. Ways, not only to satisfy their complaints, but also to convert them into loyal customers will be presented.
Objectives
• Recognize difficult customers at an early stage to prevent them from complaining.
• Identify how to handle customer complaints and transform them as avid customers.
• Learn what to expect from customers when they make complaints.
• Learn the importance of keeping the customers happy.
Who Should Participate
• Customer Service Representatives
• Front liners
• Managers
• Business owners
Key Topics
I. Introduction
a. Is the customer always right?
b. Customers’ needs, wants and demands
II. Identifying difficult and irate customers
a. Types of difficult customers
b. Understanding customer behavior
III. Indicators of an angry customer
a. Objection
b. Complaint
i. The most common complaints
ii. Needs of the customers when they complain
iii. Impacts of customer complaint
IV. Developing self-awareness
a. How we communicate
b. Body language indicators
V. Handling Techniques
a. Defusing techniques in dealing with irate customers
b. Using positive and appropriate responses
c. Transforming difficult customers into happy customers
d. Service recovery strategies
VI. Workshop
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Click here to -> CHECK SCHEDULE
TIME: 9:00 AM to 4:00 PM
VENUE: Unit 2 2/F Intellect Bldg. MacArthur Highway, Brgy. San Sebastian, Tarlac City, Tarlac
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OR
Click here to -> REGISTER ONLINE
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Contact Details:
Contact Numbers: (045) 923.1751 or text/call 0920.959.4020 or 0949.993.9043
For inquiries, you may also leave a message in our CONTACT FORM.