Difficult Customers management course at CLPDManaging Difficult Customers On-the-job benefits

Managing Difficult Customers participants will gain the following significant benefits:

  • Understand WHY the Customer is Upset
  • Identify the Situations Before they Become SITUATIONS
  • Learn and Practice the Process for Diffusing a Customer

Target Audience

The Difficult Customers Management course is recommended for:

  • Employees and managers of retail and hospitality

Pre-requisites

  • Leading a Service Team (Managers)
  • None (Employees)

Objectives

Upon completing this course you will be able to:

  • Understand WHY the Customer is Upset
  • Identify the Situations Before they Become SITUATIONS
  • Learn and Practice the Process for Diffusing a Customer

Course Modules

  • Recognizing why customers are upset
    • Psychology of the human
    • Understanding that behavior is predictable
  • Diffuse a situation before it’s a situation
    • Identify warning signs
    • Know how to stop bad behavior before it begins
  • Learn and practice the process of customer satisfaction in difficult situations
    • Common situations
    • Different types of listening techniques
    • Giving bad news without emotional response
    • Showing respect and empathy through playback
    • How to help when you’re not the person who can help
    • When all else fails, how to diffuse a crisis