About This Course:
This is the second part in Belding Training's highly acclaimed Dealing with Difficult Customers course. (See Part 1 here).
This workshop builds off the first. You will learn Belding’s powerful Talk Judo for Difficult Customers framework, and over 20 skills and techniques that de-fuse negative behaviour and create positive outcomes, including:
- How to say no without escalating conflict
- The first response that sets you up for success
- How to stop a customer from arguing
- How to get customers to see different perspectives
- The secret to getting customers to follow your instructions
- How to fix misconceptions and unrealistic expectations
- and more!
The course leader
Dealing with Difficult Customers, part 2 is designed and delivered by leading expert, Shaun Belding, CEO of The Belding Group of Companies . Shaun speaks globally on the topic, and literally wrote the book on dealing with difficult customers.
Training Topics:
The core of Talk Judo for service recovery
- The five pillars of Talk Judo
- How to apply principles of the martial art, Judo, to conflict situations
First response
- The importance of the first few words you say in a difficult conversation
- How to apply the first response strategy in different channels - in person, phone and chat
Controlling difficult conversations
- The one secret to controlling the direction and content of all conversations
- How to move from confrontation to collaboration
20 service recovery techniques for specific situations
- Introduction to 20 techniques and the specific situations to which they apply
- Practice executing techniques with real customer examples
After the course
- Four weeks of email reinforcement and self-assessments
- A certificate of completion from Belding Training
Who Should Attend?
People in:
- Customer facing roles (In-person, telephone and digital)
- Technical support
- Managers, Supervisors, Leads
- Escalations
- All experience levels
- All industries
Group Rates and Volume Discounts
If you are looking to book three or more people in a program, or would like to purchase a block of seats to use over the course of a year, contact Belding Training at booking@beldingtraining.com or 1-613-836-3559 to learn about our volume pricing.
