Dealing with Difficult Customer Behaviours and Complaints
When you encounter difficult customer behaviours, it is easy to take it personally, and a natural reaction for many is to respond aggressively, while others withdraw passively. This course will help you deal with difficult customer service conversations and increase your chance of winning back unhappy customers by providing you with the skills to listen and act on the best decision, stay positive, and communicate effectively under pressure.
- Better recognise your customers’ difficult behaviours and understand what may be contributing to them
- Learn how to build conversations with your customers or clients that result in win-win outcomes
- Know the right type of questions to use at the right time to get the information you need to help your customers
- Identify your good and not-so-good listening skills
- Deliver bad news to your customers in more positive ways
- Respond to complaints with the right emotions for the situation
- Have more confidence in resolving your customers’ complaints
- Better recognise your customers’ difficult behaviours and understand what may be contributing to them
- Learn how to build conversations with your customers or clients that result in win-win outcomes.
- Know the right type of questions to use at the right time to get the information you need to help your customers.
- Identify your good and not-so-good listening skills.
- Deliver bad news to your customers in more positive ways.
- Respond to complaints with the right emotions for the situation.
- Have more confidence in resolving your customers’ complaints.
Experienced customer service consultants or team leaders.
Online Training Prerequisites:
Participants are required to have a working computer with a microphone and speaker installed. No software needs to be installed before the training session however, we require an up-to-date web browser. For the best experience, we recommend downloading the latest Google Chrome browser.
The four positive intentions that drive customer behaviours
What to do when you start out with positive intentions, but people react with challenging and difficult behaviours
Great interpersonal communication skill and style is the key to effective communication in customer service
Agree, build and connect
Learn how to listen with your ears, eyes and emotions
In situations where we are dealing with unhappy customers and the wide range of emotions that come with them, we need to be both empathic and assertive
What to say when you cannot deliver what the customer wants
Look at four good reasons for welcoming complaints
The hardest part about dealing with difficult customer behaviours is dealing with people’s emotions
The seven key steps to responding to customer complaints
