Dealing With Difficult Customers Training Program
Availability
- Classroom – March 23, 2023
OVERVIEW
The Dealing With Difficult Customers Training Program is designed to help manage difficult customers, angry customers, and challenging customer situations. and how to have those difficult conversations.
During this training, participants will learn how to handle difficult conversations with customers, empathize with customers, identify triggers, manage their stress and emotional levels, and remain confident, calm, and professional through those difficult and challenging customer situations. They will also learn to develop strategies to distance themselves from any personal remarks and respond professionally without entering into arguments that will aggravate the already bad situation.
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 communication skills – it’s all about technique and attitude.
The training 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 points.
What You Will Gain
At the end of the training, 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 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 lead. Store managers, Business development managers, Sales managers, Relationship managers, Sales development teams and Business development teams will also benefit greatly.
CERTIFICATION
The Dealing With Difficult Customers Training Program is a certification course for frontline employees. As such, participants will be issued certificates at the end of the workshop.
Date:
- Classroom – March 23, 2023
FEE:
- Retail Stores/Ecommerce: N39,950 per participant (SPECIAL OFFER)
- Non-Retail: N55,000 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
DOWNLOAD YOUR TRAINING CALENDAR BELOW:
Delivery Method:
- Facilitation, Presentation (PPT)
- Video
- Cases & Discussions
- Role Plays (Classroom Only)
Date:
- Classroom – March 23, 2023
Time:
- Classroom – 9:00 am-5:00 pm
Venue:
- Classroom – Bervidson Training Center, 3B Hakeem Dickson Road, Lekki Phase 1, Lagos
Fee:
- Retail Stores/Ecommerce: N39,950 per participant (SPECIAL OFFER)
- Non-Retail: N55,000 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 info@bervidson.com , www.bervidson.com
NB
DOWNLOAD YOUR TRAINING CALENDAR BELOW:
TRANSFORM YOUR BUSINESSES THROUGH TAILORED SOLUTIONS WITH BERVIDSON
- Do you want to elevate yourself and your Team for the greater success of your organization?
- Are you looking to grow your organization but not sure where to start?
Get In Touch With Us Today.
Bervidson Group will support you with the best solutions for your organization’s guaranteed success.
OUR SERVICES
- Consulting
- Training
- Staff Recruitment
And More!
FOR FURTHER INFORMATION:
- Phone: +234 1 291 7328,
- Mobile: +234 803 343 4776, +234 809 334 4776
- WhatsApp: +234 803 343 4776, +234 809 334 4776
- Email: info@bervidson.com
- Website: www.bervidson.com
