Impact On The Organization
Whether your customers are individual consumers or the world’s largest enterprises, they increasingly make buying decisions based on customer service. When something goes wrong between a business and a customer, how that situation is handled makes all the difference. Companies that handle these situations well not only retain their customers: they can actually strengthen their relationships. Companies that handle problems poorly not only lose customers: in the age of the Internet, they can receive massive negative publicity. Some customers are genuinely angry for good cause; others may simply be picky, or may wish to “micromanage” their accounts. Regardless of the causes, “turning around” difficult customer situations can powerfully improve any company’s bottom line.
Learning Objectives
- Identify both internal and external customers, processes, and problem areas
- Identify ways to more effectively cope with difficult customer situations
- Apply knowledge gained in previous modules on communication, conflict, negotiation, and/or behavior styles to specific customer issues
- Practice developing a more positive attitude, even in difficult situations
This module will assist participants in dealing with angry or difficult customers. Using examples, participants learn how effective customer service can add significant value to any product or service. They are then given opportunities to identify ways they can use customer service to add value to their own company’s offerings. The module introduces proven tools for identifying and dealing with difficult customer situations. Participants analyze their own methods for managing angry customers, and master a ten-step process for handling them more effectively. Finally, they take part in an exercise on building a positive attitude, and then apply it to dealing with a difficult customer.
Time Investment
Typically 4 hours
Customization
This program can be customized to include your organization’s procedures, policies, cases, examples, and terminology. Please inquire about these optional consulting services.