Dealing With Difficult Customers Training Program

Dealing With Difficult Customers Workshop

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Dealing With Difficult Customers Workshop

 

Availability 

  • Classroom – Apr 27, 2022

 

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 reinforce 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 stress levels of both themselves and that of the customers;
  • remain professional during difficult and challenging customer situations;
  • develop strategies to be professional and confident while managing personal remarks; and
  • respond professionally without entering into arguments.

 

TARGET AUDIENCE

Frontline staff, Supervisors and Team leads. Store managers, Business development managers, Sales managers, Relationship managers, Sales development teams and Business development teams will also benefit greatly.

 

CERTIFICATION
Dealing With Difficult Customers Workshop is a certification course for frontline employee. As such, participants will be issued certificates at the end of the workshop.

 

Date:

  • Classroom – Apr 27, 2022

 

FEE:

  • N39,950 Per participant
    (Group rate available)

 

REGISTRATION & PAYMENT:

Register your nominees and pay online here


OR

Send all nominations to info@bervidson.com 

 

 


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

 

 

https://bervidson.com/programs/2021/07/27/sales-skills-for-e%ef%ac%80ective-results-workshop/

 

Delivery Method:

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

 

Date:

  • Classroom – Apr 27, 2022

 

Time:

  • Classroom – 9:00 am-5:00 pm

 

Venue:

  • Classroom – Bervidson Training Center, 3B Hakeem Dickson Road, Lekki Phase 1, Lagos

 

Fee:

  • N39,950 Per participant
    (Group rate available)

 

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

 

 

NB

Download BERVIDSON GROUP’S TRAINING CALENDAR 2022 – Transforming Businesses through Tailored Training Solutions

 

 

GROW YOUR BUSINESS WITH US
TRANSFORMING BUSINESSES THROUGH TAILORED SOLUTIONS

 

WANT TO ELEVATE YOUR BUSINESS OR TEAM NOW FOR GREATER SUCCESS?

GET IN TOUCH WITH US TODAY

 

CONTACT US:

Looking to grow your company but not sure where to start? Every company is different and as a result, each company requires a different approach.

Whether Training, Recruitment, Web, Branding or Marketing solutions, our expert team at Bervidson Group are able to assist in advising you on the best solutions to grow your business with guaranteed success.

  • Call: +234 1 291 7328, +234 803 343 4776, +234 809 334 4776, +234 808 944 8444
  • WhatsApp: +234 803 343 4776
  • Email: info@bervidson.com
  • Website: www.bervidson.com

 

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