About This Course:
Service recovery - the ability to deal with difficult customer and situations - is rising to the forefront of critical skills in business. It impacts customer retention, word-of-mouth, and is the primary element in 7 out of 10 WOW customer experiences.
In Dealing with Difficult Customers, part 1 , You will learn proven, evidence-based principles for de-escalating situations. You will learn resilience for managing emotional states, and approaching situations tactically instead of reflexively.
The first of two workshops
This course is followed by Dealing with Difficult Customers, part 2, where you will learn the principles of Talk Judo for Customer Service, and over thirty powerful techniques to address specific situations and people.
The course leader
Dealing with Difficult Customers, pt.1 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:
Understanding and Preventing Conflict
- The root causes of most customer conflict
- The real reason customers behave badly
How to reduce emotions in conflict and stay focused
- Reframing customer behaviour to help create connection
- How to maintain control over any conversation
How to de-escalate conflict
- Two focus-points that send the message “I care”
- Active listening skills for Difficult conversations
How to deal with unreasonable behaviour
- Recognizing and reacting to unreasonable behaviour
- Why people lie, and how to handle it
How to prevent bad experiences from ruining your whole day
- Three awesome ways to re-set and re-focus
- How to build resilience into every interaction
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
- Sales
- 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.
