Dealing with Complaints & Difficult Customers

This day will help anyone who has to deal with customer problems and complaints. It looks at how to calm anger & aggression, plus how to react to sarcasm, abuse & threats.
You will also get tips on how to deal with special requests, how to deliver bad news and what to do when the answer’s “no”. Most of all, it will help you turn a negative event into a positive one, creating customer loyalty & trust.

Course Outline:-
During the day, we work though a 10 step process, ensuring everyone has the knowledge,
skills & attitudes they need to carry off each step well. By the end of the session you will
have a flexible formula you can use for any difficult encounter.

Welcome & Introductions

Understanding angry, aggressive, frustrated and defensive & passive behaviour patterns.

The 10 steps of handling complaints & difficult customers & the language and skills needed to handle each one:-

1. Get you sticker off - (check your attitude).

2. Listen without interrupting.

3. Apologise without blaming.

Lunch
4. Open & leading questions.

5. Restate & closed questions

6. Express empathy

7. Suggest action (directed questions)

8. Thank them

9. Follow through

10. Shrug off the negative - dealing with the “baggage”


Review, action plans & close

ElleRich Training Ltd. is a local business soft skills training provider & consultancy. It was founded in 1996 and is based in Blunsdon (half way between Swindon & Cirencester). It is made up of a group of independent trainers, consultants and speakers, dedicated to providing local businesses with the type of learning that makes a real & measurable difference to their business performance. We specialise in Customer Focused Skills, Sales, Team Building, Management & Leadership Skills, etc. In fact, anywhere you can think of people in business - we can help.