Power Session: How to Deal with Difficult Clients
'The customer is not an interruption in your day — he is the reason for your day.' This 2-hour Power Session breaks client frustration down to two basic underlying emotions, then teaches the 3-step assertive technique and the Fogging principle for calming an…
About the course
'The customer is not an interruption in your day — he is the reason for your day.' This 2-hour Power Session breaks client frustration down to two basic underlying emotions, then teaches the 3-step assertive technique and the Fogging principle for calming an angry client. The result: staff with a clear framework for turning a complaint into an opportunity.
What it covers
2 Hour Session.
The Important Role that Customers play
The customer is not an interruption inyour day - he is the REASON for your day!
Understanding customer service from a client’s perspective.
What standard of performance doesthe customer expect.
The 2 Basic Emotions
Understanding where our reactions andinteractions come from.
Understanding why the client appearsto be difficult.
Understanding the opportunity this client brings us.
How to Calm the Client
How do we benefit from complaints?
What do we feel when faced with anangry or disappointed customer and what responses do these feelings produce?
Communication Skills
Communication starts with the ability to listen.
What does effective identification of a complaint involve?
Aspects of speech (positive).
3 step assertive technique.
This Fogging principle.
How we run it
At the end of this session delegates will have the ability to analyse their behaviour against the criteria for good customer care. Be able to identify the criteria for professional behaviour and make decisions that will enhance the client’s experience with the organisation. The delegates will walk away with more confidence to face the difficult client and have a clear idea as to which tool to use to deliver the required level of client care to a demanding client.
Run it for your team
We can adapt Power Session: How to Deal with Difficult Clients to your industry and your people’s real situations, and run it at your premises, at our venue or as a virtual workshop. We agree the outline with you before you order, and the rate per delegate drops as the group grows.