Dealing with Difficult Customers

Northamptonshire Chamber of Commerce
Northampton, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' Bad handling of a minor complaint can turn it into a major complaint-possibly with legal implications. Training helps to defuse a difficult situation, obtain the correct information and thus identify the real problem and the action that is required. Being prepared for typical complaints means a quick response, a quick resolution, and a customer who will remember how we helped them.

Benefits for your organisation

Handling complaints can be very difficult; handling complaints from difficult people can be horrendous. This course will prepare you with the skills to manage a complaint, and move to a solution that will meet, or even exceed, the expectations of the customer. This will encourage those customers to become long term customers, and thus benefit your organisation.

Who is this course for?

Front line staff who talk to or correspond with customers during their day-to-day work and who may encounter complaints; they may also encounter difficult and unreasonable people complaining.

Topics Covered:

Understanding the challenging nature of handling complaints
The customer focus; what is the (possibly hidden) agenda of various complaints
How do we make sure that we have correctly and fully understood the complaint?
How do we encourage a full explanation from the customer which describes their problem?
How do we deal with an angry complainant?... and/or a really difficult person?
Now the creative bit: what is the solution that will meet their needs?
Now the logistics bit: are we empowered to do this? if not, who is? can we arrange it?
Tactics to make all this work: being prepared for the typical; responding to the unusual
See every single complaint as an opportunity to improve our service to our customers
By the end of the course, delegates will be able to:

Be able to listen to the complainant; use empathy to gain their help; be able to divine the true requirement- what is it that they really want us to do?
Understand the need to be prepared for typical customer problems and respond to them positively
Know what we need to do to handle the unusual complaint
Be customer focussed; know what it takes to explain-in their terms (and level?)- the solution that will help them
Understand what we can do to improve customer relations and begin to build a new and more positive relationship with each customer with whom we have contact
Thus make positive use of the power of "word of mouth" promotion
...''

Elements of this syllabus are subject to change.

Phone:(01604) 490490

School Address:

Opus House, Anglia Way, Moulton Park, Northampton United Kingdom NN3 6JA

Jobs & Resumes: Northampton
Houses & Roommates: Northampton

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