Power Session: How to Deal with Difficult Clients
What is this course about?
'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.
Key content covered
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.
You benefit from our experience
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 Power Session: How to Deal with Difficult Clients for your team
Every workshop we publish is also delivered in-house — at your premises anywhere in South Africa and beyond, at one of our venues, or live online. Before we deliver, our course designers can adapt Power Session: How to Deal with Difficult Clients to your team: your industry’s examples in the case work, your real challenges in the exercises, your operational rhythm in the schedule. We meet you, agree the outline together, and only then do you place the order.
In-house rates drop per delegate as the group grows — for larger teams it is usually the more affordable option as well as the better-fitting one.