Dealing with Difficult Customers Workshop

Dealing With Difficult Customers Workshop

Associate Workshops Managers Workshops Service & Experience Management Workshops Upcoming Programs

Dealing With Difficult Customers Workshop

 

Availability 

  • Classroom – April 22, 2021
  • Virtual (ZOOM) – April 23, 2021

 

 

Overview

Dealing With Difficult Customers Workshop is designed to address the need for managing difficult customer, challenging customer situations and having those difficult conversations.

During this workshop, participants will learn how to empathize with customers, identify triggers, manage their stress levels, remain professional during difficult situations and the ability to develop strategies to be confident and how to distance themselves from any personal remarks and respond professionally without entering into arguments.

Today, quality customer service may be what differentiates a company from its competitors. One of the most challenging things to deal with in business is handling difficult customers and challenging customer situations. You can prevent or manage almost any difficult situation with the right communications skills – it’s all about technique and attitude.

The workshop will be conducted in a highly-interactive and participative environment that uses real-life case stories, examples and scenarios to get participants to think and apply different strategies to handle difficult customers and challenging customer situations. Videos and Role plays will be used to re-inforce key learning point.

 

What You Will Gain

At the end of the workshop, participants will learn how to:

  • Put themselves in the customers’ positions;
  • empathize with customers;
  • identify triggers of challenging customer situations;
  • manage their stress levels of both themselves and that of the customers;
  • remain professional during difficult situations;
  • develop strategies to be confident and how to distance themselves from any personal remarks; and
  • respond professionally without entering into arguments.

 

Win-Win Negotiation Skills Workshop

 

 

Outline

 

Understanding Customer Behaviours

  • Building rapport, communication and trust with clients
  • Understanding different personality types
  • Use effective interpersonal skills to improve negotiating outcomes

 

Winning the Hearts & Minds of Customers

  • Trust and Empathy in Handling Difficult Customers
  • Improving Customer Relations Through Effective Communication
  • Effective Use of Questioning in Handling Difficult Customers
  • Effective Use of Active Listening Skills in Handling Difficult Customers

 

Managing Difficult Customer Situations

  • Managing the conversation using a Master Strategy: T.A.L.K
  • Hot phrases and killer words to avoid
  • Responding and resolving customer complaints or challenging customer situations

 

Handling Difficult Customers & Challenging Customer Situations

  • Behaviour – what causes customers to be demanding or difficult
  • Know when to take a step back
  • 14 Principles of handling challenging customer situations
  • Defusing – proven methods in dealing with difficult customers & turning challenging customer situations into opportunities
    • 3F Model
    • 5A Model
    • 7A Model
  • Engaging the ‘professional brain’ instead of the emotional, reactive brain

 

Relationship Management Workshop

 

Delivery Method:

  • Facilitation, Presentation (PPT)
  • Video
  • Cases & Discussions
  • Role Plays (Classrom Only)

 

Date:

  • Classroom – April 22, 2021
  • Virtual (ZOOM) – April 23, 2021

 

Time:

  • Classroom – 10:00 am-4:00 pm
  • Virtual – 10:00 am-1:00 pm

 

Venue:

  • Classroom – Bervidson Training Center, 3B Hakeem Dickson Road, Lekki Phase 1, Lagos
  • Virtual – Zoom Live (Link will be sent to paid participants only)

 

Fee:

  • Classroom – N55,000
  • Virtual – N35,000

 

REGISTRATION & PAYMENT:

Register your nominees and pay online here

 

OR

Send all nominations to info@bervidson.com and make payments to:

  • Bank: FCMB
  • Account Name: Bervidson Consulting Limited
  • Account No: 3432812015

 

For more information, call or email us today.

3B Hakeem Dickson Road, Lekki Phase 1, Lagos Nigeria +234 1 291 7328, +234 803 343 4776, +234 809 334 4776, +234 808 933 8444 info@bervidson.com , www.bervidson.com

 

 

Leadership Development Workshop 

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