dealing with angry customers training

Mind the Gap

Dealing with angry customers training course.

Suitable for

Anyone who has telephone contact with customers
Especially useful for those people who may trigger an angry response from customers because of their manner,attitude, or approach

Purpose

Participants learn the skills and attitudes to handle angry and difficult customers effectively so that you keep more customers.

Call handlers can deal more effectively and professionally, avoid the behaviours which trigger an angry response, thereby reducing tears, escalations and lose lose complaints.

Content

• Agreeing the challenges of dealing with difficult or angry customers

• Different people, different reactions, Where will your style work for you? Where will if work against you?

• How people react to problems or poor service

• How people communicate their unhappiness

• Mind the gap – closing the gap when faced with customers we find difficult

• Dealing with angry customers

• The biology of anger

• The customers world

• Our response to close the gap – the dynamics at play

• Strategies that really work

• Practice and feedback

• Learning review and action plan

We run these sessions in half or one day courses, more generic or fully customised to reflect your types of customers.

The more time in the training room, the more practice and feedback the participants benefit from.

We practice using telephone coaching equipment which records calls, and plays them back to the participants, to review and discuss.

The more practice, the more is understood, and the more skills are laid down. It is in the practice sessions that we see learning accelerate as individuals make sense of the learning and what it means for them when handling difficult customers.

Talk to us now for the most suitable training to meet your training and business needs.

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