Duration
2 days
Schedule
9h to 16h
Regular fee
$945
Preferential fee
A preferential rate is offered to public institutions, to members of certain professional organizations as well as to companies that do a certain amount of business with Technologia. To know more, please read the "Registration and rates" section on our FAQ page. Please note that preferential rates are not available for online training courses. Discounts cannot be combined with other offers.
$850
Objectives
To provide the knowledge and skills required to use proven techniques and strategies to obtain a resolution that is satisfactory for both parties and helps re-establish a trusting relationship.Targeted audience
Customer service personnel, whether for internal or external customers.Prerequisite
NoneTrainers
Associations and Partners Companies
Course architecture
- Proactive vs. reactive approaches to prevent recurring difficult situations
- The means of communication to favour according to the context (phone, email, in person)
- The 7 steps to follow when managing a difficult situation
- Identifying and responding to 4 types of difficult clients
- The ET technique for disarming a client's negative emotions: Empathy and Take Charge
- The 3 types of negotiation
- Expressions to use and to avoid when dealing with difficult situations
- Techniques for conveying bad news in a factual and tactful manner
- Managing complaints to create positive lasting relationships (building loyalty)
- Strategies for maintaining a positive attitude in conflict situations
- Handling prejudice: identifying and mastering one's emotions
- Strategies for managing stress in order to remain calm
- Time management strategies
- Strategies for managing priorities and emergencies
- Strategies for managing customer expectations (realistic vs. unrealistic)
- Advanced techniques for active listening
- Advanced techniques for ensuring customer retention and loyalty
- Setting limits
- Politeness: the art of interrupting tactfully
- Dealing with an aggressive customer
- Best practices for handling email during difficult situations
- The “Three Strikes, You’re Out” technique: how to end a conversation tactfully
- The best practices for emailing in difficult situations
- Case studies
- Building an individual action plan
- Checklist including key concepts
Private or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quoteDuration
2 days
Schedule
9h to 16h
Regular fee
$945
Preferential fee
A preferential rate is offered to public institutions, to members of certain professional organizations as well as to companies that do a certain amount of business with Technologia. To know more, please read the "Registration and rates" section on our FAQ page. Please note that preferential rates are not available for online training courses. Discounts cannot be combined with other offers.
$850
Private or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quote