Managing Difficult Customer’s Situation
- Course Description
With rising customer expectation on service level, the challenge in meeting these expectations are ever increasing. Chances of meeting irate or frustrated customer may be likely, thus putting frontline staff to the test frequently. To remain steadfast and professional, it will require certain skills-set and knowledge to respond to a difficult customer’s situation.
Hence, understanding the steps in communicating in such situations is critical as it will help de-escalate a difficult customer’s situation early and seek a positive closure to it.
- Course Objectives
Learners will gain insights into understanding the customer and situation, thus equipping them with the necessary skills-set and knowledge to handle difficult customer’s situation professionally and confidently. They will also learn to manage their own emotions when communicating in a challenging situation.
Learners will learn how to turn challenging moments into opportunities to ensure customers build more trust and confidence in their services.
- Course Outline
• Identify and understand unique customer situation
• Differentiate between difficult and upset customer
• Understand customer to manage them professionally
• Respond appropriately through effective communication
• Use verbal softeners and comforting phrases to show empathy
• Engage skills to diffuse difficult customer situation
• Manage own emotions
- Course Structure
Duration: 1 day (8 hours)
- Who Should Attend
All customer-facing staff
- Certificate Awarded
A “Certificate of Attendance” will be awarded by Parkway College.
- Course Fee