The ABC of great customer service in difficult situations

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The ABC of great customer service in difficult situations

Anyone dealing with customers occasionally has a challenging situation to deal with. It just goes with the territory. It’s inevitable.

Properly prepared, however, dealing with a challenging situation doesn’t have to be a stressful, difficult or negative experience. Competence, courtesy and confidence are ‘all’ it takes. Perhaps ‘all’ sounds like quite a lot? That’s where this workshop comes in.

Full details below or download workshop outline.

Workshop objectives
This half-day programme will help you:

  • Understand why customers behave the way they do
  • Master the skills and behaviours needed to deal with challenging customer behaviours
  • Learn how to stay in control of the situation
  • Use a range of different coping strategies
  • Build your self-confidence
Workshop format
This practical half-day workshop involves a mix of trainer input, practical tasks and exercises and group discussion.

Participants are asked to bring their personal examples of challenging situations to use in the workshop.

Expert trainer
Jocelyn is a highly experienced and very popular trainer and is our lead customer service trainer. See her profile here.

Price
In the UK, the standard price is £750 for a half-day session on its own or £995 if run back-to-back with another session or merged into a full day’s programme.

Any hidden costs? The only additional costs are the trainer’s travel and incidental, and (if really unavoidable), accommodation expenses – and we’ll give you an estimate of these costs before you commit.

Workshop outline

1 Emotional states

  • Recognising the signs
  • Understanding what triggers reactions
  • Practical exercises and tasks

2 How not to make a bad situation worse

  • ‘Red rag’ statements and negative language
  • Judging and labelling – the consequences
  • Reacting – losing control
  • Practical exercises and tasks

3 Coping strategies

  • Active listening
  • Visualisation
  • Avoiding escalation
  • Recovery tips
  • Success measures

Any questions? Please just give us a call on 01582 714285 – we’re here to help!