Whatever the sector, it happens that a customer expresses dissatisfaction or discontent. This should not be the end of the business relationship, but rather an opportunity to use VS best practices to defuse the situation and achieve a mutually satisfactory resolution... and avoid losing a customer for good.
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 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
A customer, internal or external, who complains... it happens. It is possible (and desirable) to improve your ability to react to a difficult situation in order to maintain a good customer experience. To achieve this, you must first identify your own sales style, manage your emotions, clarify the customer's real expectations, and communicate with him or her according to the objective.
Knowing yourself better first and then understanding the customer better will allow you to transform a complaint situation into a loyalty opportunity.
- Anticipate
Proactive vs. reactive to avoid recurring difficult situations
Manage priorities and emergencies
Defuse negative customer emotions
Know the strengths and weaknesses of your personality type
Manage priorities and emergencies
Defuse negative customer emotions
Know the strengths and weaknesses of your personality type
- The importance of the first impression
Taking care of your appearance to influence perception
Conveying enthusiasm
Adopt a positive attitude by working on your mental posture
Conveying enthusiasm
Adopt a positive attitude by working on your mental posture
- Respect the client's basic needs
Ensure respect, security and empathy
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
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
Evaluating your listening skills
Using advanced active listening techniques
Making a good diagnosis
- The art of questioning
- Clarifying and confirming
Using advanced active listening techniques
Making a good diagnosis
- The art of questioning
- Clarifying and confirming
- Client personalities
Characteristics of the 4 main types of clients
Identifying and dealing with client types
Avoiding prejudice
Retain and build loyalty
Differentiating between difficult customers and difficult situations
Formulating an apology
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
Cutting off conversation tactfully
Ending a conversation tactfully
Setting your own limits
Maintaining a positive attitude in conflict situations
Managing stress and staying calm
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 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