Course Details

Rapid Results

Auckland.

Full Day
8.30am – 5.00pm

What Makes Customers Challenging
• What causes customers to become challenging?
• How do you react?
• What you can influence
• Customers’ expectations

Building customer relationships
• Building rapport
• Selling yourself

How you can influence the situation?
• Attitude - "I own the problem"
• The problem is yours
• Why our attitude is important
• Why people behave the way they do
• People who behave passively
• People who behave aggressively
• People who behave assertively
• Learning from complaints
• Words we use

Managing the challenging customer?
• Three stages of handling challenging customers
• Dealing with the angry customer
• Dealing with know-it-all customers
• Dealing with the non-stop talking customer
• Dealing with the customer with a language barrier
• Callers using abusive language
• Future approach

Debriefing
• What is debriefing?
• Debrief discussions
• Actions to be taken