Handling Escalation And Managing Difficult Customers

Course Objectives

At the end of this learning workshop, participants should be able to:

• Improve their customer service skills
• Use some of the techniques learnt to achieve excellence in customer service
• Work on improving their relationships with other employees
• Understand their customer needs and expectations
• Understand effective ways to handle customers' complaints
• Improve their problem solving skills
• Understand the important roles they play in their respective organizations

Key Content

Module 1: Customer Service Philosophy

• Three great ways to satisfy customers
• Who does it involve?
• The great poem of customer service

Module 2: Understanding Customer Needs & Expectation

• Who are your customers?
• The customer - supplier chain in your organization
• How do you rate your current customer-supplier relationship?

Module 3: Assessing the Customer's Behavior Triggers

• What actually makes customers behave the way they do?
• 12 important needs that motivate customers
• 3 golden techniques to gauge these customer needs

Module 4: Handling Customers on the Phone

• Positive versus negative elements
• Building goodwill and trust
• The 4 step formula of telling the simple truth

Module 5: The Psychology of Complaints and Anger

• What research has proven on complaining customers
• The complaining and whining caller
• 5 types of typical complaints calls

Module 6: Handling of Complaints & Ticket/ Case Management

• 6 steps to control a complain
• Dealing with difficult siutations
• 8 rules to avoid customer service errors
• Escalation process through ticket system
• How to stop the abusive caller?

Module 7: Calming Yourself and the Customer

• 5 steps to calm yourself and the customer
• 5 forbidden points when attending to a complaint

Module 8: Problem Solving Skills

• Simple problems solving techniques
• Stimulating the mind to be creative in solving problems on the spot

Module 9: Self Assessment on Customer Service

• How well do you know your organization?
• How well do you know your role as customer service provider

Target Audience