Dealing with Difficult Customers
Who should attend
Everyone who has to professionally address "challenges" from unhappy customers, because their organisation either did something wrong, or was perceived to do so. So often we have to recoup lost ground, because a colleague has handled a complaint badly, or portrayed an attitude that's offhand. Worse it could be your own organisation.
Objectives of the course
To ensure that a typical 68% of customers don't go to your competitors because your organisation dropped it's guard. Remember, you're only as good as the last job you completed for your customer.
Course content
Why customers get "turned off"
How to rescue that bad 1st impression
The power of questions, listening, key phrases and speech to save difficult situations
Preparation - Going Live - Following Up with customers
How to avoid taking everything personally
Handling different types of aggression
How not to say NO when YES isn't an option
How to assertively empathise, offer solutions, work with the customer and Win!
How to tool-kit for on-going success
Trainer John Boulton
Dates 7 Sep 2007, 12 Nov 2007
Time 2.00 - 5.30
Location All courses are held at either: 66 Wigmore Street, W1 or 100a Chalk Farm Road, NW1
Fee £165 + VAT or 2 'Block Booking Places' (from £100 + VAT)