Turning Difficult Customers Into Loyal Customers

Cost: $545.00   Duration: 1 day

A training methodology that works.

As well as the standard learning principles of applied adult learning and effective reinforcement through workshop based activity, Drake Training incorporates its own methodology which has been derived from over 23 years of professional development and executive training. The STAR methodology is applied to every Drake Training course; it commences with the identification of existing knowledge, moves on to building skills and techniques and is completed by relating learning to the workplace and committing to behavioural change.

Course Overview
You have an angry customer standing before you demanding your fix their problem – what do you do? After completing this course you will have a full suite of techniques that will assist you to calm the person down, quickly establish the nature of the problem and determine an appropriate course of action. You will specifically look at techniques that work over the phone, face to face and when corresponding in writing.

Learning Outcomes

Upon course completion, participants will be able to:
• Describe why customers can appear difficult
• Describe how diversity and differences can be harnessed
• Effectively deal with difficult customers over the phone
• Effectively deal with difficult customers face to face
• Use their voice to calm difficult customers
• Respond appropriately in writing to customers
• Review work policies and practices to ensure continual improvement
• Manage your own stress levels

Why people present as difficult
Expectations versus reality of the customer experience
Causes of complaint
Why people can seem difficult
Differences, diversity and opportunity

Diagnostic clinic

Communication skills for handling difficult people over the phone
Answering the call
Voice techniques
Active listening
Effective questioning
Re-affirming
Determining your plan of action
Escalating the call
Closing the call
Calling back

Communication skills for handling difficult people face to face
Rapport building
3 perspectives
Saying ‘No’
Assertive behaviour
Effective promising

Win-win negotiating
10 tips for negotiating
Aligning conflicting or competing outcomes
Effective behaviour for successful negotiating

Write back
Appropriate letter correspondence
Effective email correspondence

Turn conflict into compliment
Review work policies and practices
Making work place change
Working as a team
Managing stress
Identifying signs of stress
Keeping your cool
Venting appropriately

Planning into action