Dealing with Difficult Customers and Solving Problems

Course Code: CSS-130

Course Duration: 2 days

Course Objective(s):

The course objective is to enable participants to identify and resolve customer problems and to deal with angry and difficult customers professionally.

Expected Accomplishment(s):

At the end of the course, participants will be able to:

• Identify the reasons for customer anger and dissatisfaction
• Learn about customer animosity and deal with it effectively
• Know how to manage customer expectations
• Apply appropriate skills and techniques for dealing with angry/difficult customers

Who Can Benefit:

Frontline staff working in sales, customer service, help desk and any other staff who interact directly with customers on a regular basis will benefit from this course.

Prerequisite(s):

• Good/reasonable command of English language

Course Outline:

WHY CUSTOMERS GET ANGRY:

• What leads to customer disappointment/anger?
• Understanding signs of customer frustration
• New dimension to build customer relations

CAUSES OF COMPLAINTS AND ANGER

• The customer as a controlling function
• Analysing the root causes of complaints and dissatisfaction
• How to deal with customer complaints
• Understanding the organizational procedures and processes
• How to turn customer complaints into opportunities

IDENTIFYING THE PROBLEMS AND REAL ISSUES:

• Identifying the primary, secondary and tertiary issues beneath customer problems
• Develop the skills to deal with customer difficulties/problems

MANAGING CUSTOMER EXPECTATIONS

• Understanding what the customer needs
• What is the role of customer emotions and their impact on the business?
• How to manage the key factors for success

HANDLING DIFFICULT CUSTOMERS PROFESSIONALLY

• Benefits of a professional approach to difficult customers
• Dos and don’ts
• How to control yourself
• Winning ways to make your customer feel good

DIFFUSING VOLATILE SITUATIONS

• Dealing effectively with customer aggression
• Use of assertive skills to diffuse volatility
• Understanding and controlling stress

Delivery Method:

The training delivery methods include instructor-led classes with exercises, case studies, role plays, quizzes and videotapes.

Related Training:

• Customer Service for Frontline Staff
• Developing Effective Working Relationships