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*This is fully claimable under HRD Corp / PSMB!

Workshop Description

Managing customer relationships isn't always smooth sailing. With the competitiveness of the business environment, it is essential that difficult customers be managed well.

The Managing Challenging Customers & Complaints Workshop looks into outcomes where a customer is irate and has become difficult. This workshop explores situations service professionals face every day and how to manage irate customers without affecting performance and salvage the customer relationship and in the process enriching it with powerful Service Recovery actions.

Workshop Learning Outcomes

• Identify different customers’ personalities and manage them effectively
• Apply specific methods to manage difficult customers efficiently
• Stay resilient and motivated even after a blistering encounter with difficult customers
• To understand the importance of managing difficult customers and exceeding customer delight
• To develop key customer service communication skills
• To identify the different possible customer types and how to handle them
• To appreciate the different knowledge level of the customer
• To learn specific methods to handle difficult customers
• To pick oneself up after a blistering customer encounter
• To implement and deliver service recovery to continue to lengthen the life-cycle of the customer

Who Should Attend

• Contact Center Manager, Team Leader, Coach, Evaluator, Professionals
• Front Line Service Professionals