Handling the Difficult Customer

1004 S Pine Street,Spartanburg SC 29302

31 January, 2023

Description

Customers, especially ones who feel they’ve been mistreated, can be difficult to deal with hour after hour, day after day. The result? Unhappy customers, unhappy employees, and potentially high employee turnover. It doesn’t have to be that way. With the application of specific communication techniques, representatives can create a positive customer experience that reverses the negative trends in this high-stress work environment. This workshop will explore techniques and skills to create a positive customer service experience for the customer and the company’s customer contact. Upon completion of this course, participants will be able to: Identify customer needs and examine their current practices based on these needsExplain how poor interactions with internal or external customers can affect the bottom lineDefine and recognize the five customer types and apply techniques for responding appropriately to each oneExamine methods to prevent the customer’s perceptions and filtering mechanisms from leading to a poor communication experienceExhibit the ability to listen actively and with empathyEmploy specific customer service processes that improve the organization’s ability to create an effective and efficient experience for the customer Identify stress-reduction techniques that will help them remain helpful and professional in every customer contact