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Cage Your Rage – Dealing with difficult customers – Workshop by Kay Leslie

Cage Your Rage – Dealing with difficult customers – Workshop by Kay Leslie

Crossed arms, heavy sighs, short replies – you know when a customer’s getting frustrated. Worse, these physical signs show they’re losing interest in what you’re saying, and your shot at keeping their business might be fading fast. Dealing with difficult customers can be difficult, but it doesn’t have to be. With the right attitude and actions you can effectively navigate these tricky customer situations and emerge (hopefully) unscathed. Often, difficult or even angry customers aren’t expressing frustration with you. These emotions are tied to external situations and psychological stimuli. So, put your great communication skills to work, and sign up to do this workshop to get that insight into the importance of dealing with difficult customer interactions

Focus areas and workshop outcomes:

By the end of this session, you will be able to:

  • Demystify the concept of the Difficult Customer
  • Recognise what create a “difficult” Customer
  • Manage your emotions using simple emotional intelligent techniques
  • Manage the customer situation
  • Identify complaints you come across and coming up with solutions – personalising this workshop to your company/role!

Booking Process:

Email us at  info@mypocketcoach.co.za for further information or to book the workshop.

Duration:

4 Hours workshop

Who should attend?

Telesales, Field Sales, Managers, Call centre agents, Retail sales, Financial sales, Customer Service, HR staff, Training / Facilitation staff

Why should I book:

Although “the customer is always right,” they may not always be easy to deal with. Learning how to deal with difficult customers is an important step for any person, especially those who work in the customer service industry. Even businesses with the best products and services are bound to have occasional run-ins with angry customers.
Keeping customers happy is a key component of good customer service. While no one likes talking to angry customers, ignoring complaints can have serious consequences for your company. In addition to potentially lowering your profit level, failing to respond to upset customers can create a negative perception of your business that can take years to correct.
To build a positive reputation with consumers, it is important to have properly trained staff who can handle difficult people and resolve customer complaints. So why is it important to learn how to deal with difficult customers?

  • 93% of customers are more likely to make repeat purchases with companies that offer excellent customer service.
  • Since difficult customers are inevitable, you and your team must know how to effectively resolve customer conflicts.
  • To enhance your team’s conflict resolution capabilities, enroll them in this workshop
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