Objectives of the training
To be able to learn and apply the most recognized techniques for handling difficult situations in order to de-escalate, obtain a satisfactory agreement for both parties, re-establish trust and provide a superior customer experience.Targeted audience
Customer service personnel, whether for internal or external customers.Prerequisite
NoneTrainers
Course architecture
- Anticipate
Manage priorities and emergencies
Defuse negative customer emotions
Know the strengths and weaknesses of your personality type
- The importance of the first impression
Conveying enthusiasm
Adopt a positive attitude by working on your mental posture
- Respect the client's basic needs
Work on your speech to reach a solution
Adapt to the context (telephone, e-mail, in person)
Expressions to avoid and to favour
Managing expectations (realistic vs. unrealistic)
Delivering bad news
- Active listening
Using advanced active listening techniques
Making a good diagnosis
- The art of questioning
- Clarifying and confirming
- Client personalities
Identifying and dealing with client types
Avoiding prejudice
Retain and build loyalty
Differentiating between difficult customers and difficult situations
Formulating an apology
- Approaching hostile customers
Ending a conversation tactfully
Setting your own limits
Maintaining a positive attitude in conflict situations
Managing stress and staying calm.
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 quotePrivate 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