Handling Escalation and Managing Difficult Customers

 BENEFITS

Upon completion of this program, participants will be able to:

• Improve their customer service skills
• Use some of the techniques to achieve excellence in customer service
• Work on improving their relationships with other employees
• Understand their customer needs and expectations
• Understand effective ways to handle customers complaints
• Improve their problems solving skills
• Understand their important roles they play in their respective organizations

AUDIENCE

This program is suitable for Executives, Senior Executives, Assistant managers, Managers, Trainers, Lecturers, Students and everyone who has a stake in the organization’s teamwork

• Level for Executives and above

METHODOLOGY

The method of learning would include Interactive, Dynamic Presentations, and Group Activities, Sample data /tools and Business games /simulators

Module

• CUSTOMER SERVICE PHILOSOPHY
  • Three Great Ways To Satisfy Customers
  • Who Does It Involve
  • The Great Poem Of Customer Service
• UNDERSTANDING CUSTOMER NEEDS & EXPECTATION
  • Who Are Your Customers
  • The Customer – Supplier Chain In Your Organization
  • How Do You Rate Your Current Customer – Supplier Relationship
• ASSESSING THE CUSTOMER’S BEHAVIOR TRIGGERS
  • What Actually Make Customers Behave The Way They Do
  • 12 Important Needs That Motivate Customers
  • 3 Golden Techniques To Gauge These Customer Needs
• HANDLING CUSTOMERS ON THE PHONE
  • Positive Versus Negative Elements
  • Building Goodwill And Trust
  • The 4 Step Formula Of Telling The Simple Truth
• THE PSYCHOLOGY OF COMPLAINTS AND ANGER
  • What Research Has Proven On Complaining Customers
  • The Complaining And Whining Caller
  • 5 Types Of Typical Complaints Calls
• HANDLING OF COMPLAINTS & TICKET /CASE MANAGEMENT
  • 6 Steps To Control A Complain
  • Dealing With Difficult Situations
  • 8 Rules To Avoid Customer Service Errors
  • Escalation Process Through Ticket System
  • How To Stop The Abusive Caller
• CALMING YOURSELF AND THE CUSTOMER
  • 5 Steps To Calm Yourself And The Customer
  • 5 Forbidden Points When Attending To A Complaint
• PROBLEM SOLVING SKILLS
  • Simple Problems Solving Techniques
  • Stimulating The Mind To Be Creative In Solving Problems On The Spot
• SELF ASSESSMENT ON CUSTOMER SERVICE
  • How Well Do You Know Your Organization
  • How Well Do You Know Your Role As A Customer Service Provider
• END