HANDLING DIFFICULT CUSTOMER

HANDLING DIFFICULT CUSTOMER?

Participants will learn tips to identify the different types of difficult customers, through effective questioning and response techniques in order to influence such customers, for both sales and service recovery. In addition, you will also learn how to reduce negative feedback from difficult and demanding customers.

WHAT YOU WILL LEARN IN “INFLUENCING DIFFICULT CUSTOMERS”:

• The different types of customers
  – Understand the types of customers you handle.
• Identify the difficult customers
  – How to spot the difficult customers.
  – What to do with angry/aggressive customers.
  – What to do with manipulative customers.
  – Strategise plan of actions to resolve situations.
• How to communicate with the difficult customer
  – How to listen, not just hear.
  – Vital communication skills.
• Learn to ask questions to influence the customers, to draw out hidden agenda
• Common customer frustrations
  – Understand common grouses of customers.
  – How to counter and reduce the need for service recovery.
• Show your listening and responding stances
  – Learn the power stance to calm angry customers.
  – Understanding so customers know you care.
• Common mistakes to avoid with customers
• Service recovery strategies
  – How best to handle different feedback.