Online and DVD Customer Service Training Courses

Not every encounter with a customer follows a smooth path. Sometimes customers have cause to complain and to be angry. And customers that aren’t completely satisfied will go elsewhere given the chance - most without an explanation.

Complaints and Angry Customers helps sales and service providers understand how to approach the more difficult and challenging situations they’ll encounter. It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips participants with a process to help them meet the needs of the most challenging customer.

COURSE TOPICS

Module 1 (40 mins) Handling Complaints
Getting to Grips with Complaints
A Model for Successful Resolution

Module 2 (31 mins) Angry Customers
Keeping it Adult
The Angry Customer

KEY LEARNING OUTCOMES

Once students have completed this programme, they will be able to handle more challenging situations professionally and calmly. Specifically they will be able to:

• Understand why customers complain – complaints result from your failure to meet expectations - and how to treat complaints as an opportunity to improve.
• Use a systematic 6 step process to resolve complaints.
• Understand Parent, Adult and Child behaviours – recognising those behaviours in customers and controlling their own responses to keep interactions adult and productive.
• Manage an angry customer.

SPECIAL FEATURES

Multiple video case studies set in commercial and non profit organisations provide participants with opportunities to observe, analyse and evaluate different customer service and sales scenarios.

WORKSHOP SESSIONS

Introduction Session
This session introduces the workshop day and gives the participants the opportunity to get to know each other and become familiar with what they’ll cover.

Part 1

Handling Complaints and Angry Customers: Getting to Grips with Complaints
This session explores the role of complaints in continuous improvement and business success. Its purpose is to help people change their attitude to complaints.

Handling Complaints and Angry Customers: Handling Complaints
This session explores the knowledge of the business that participants need to deliver outstanding customer service. The pre-work covers much of the ‘what’ and ‘why’. This session allows participants to explore the specifics of their products and services, business systems, policies and competitors.

Handling Complaints and Angry Customers: Difficult, Angry and Rude Customers
It can be hard to stop yourself descending into the role of victimised child or autocratic parent when complaints get emotional. This session helps participants to discover their own emotional triggers and to explore their feelings and develop strategies for dealing with such situations.

Part 2

Strategies for Challenging Customers: When It’s Not Obvious What They Want
People who find it hard to communicate or make a decision, are challenges to the customer service provider who can’t seem to elicit the right or sometimes any information. Skills in communication and confidence to give advice and professional expertise, make the scale. This session looks at strategies for dealing with customers who find it hard to communicate, understand why customers may be undecided and identify creative strategies for these customers finding it hard to decide.

Strategies for Challenging Customers: Educating the Customer
This session looks at the characteristics and methods of managing a customer who knows nothing or very little about your product or service, or has a misconception that you have to explain around in order to get buy in. 

Online
Please note, the licence will last for 90 (Ninety) days from when you first access the course.