Online and DVD Customer Service Training Courses

Not every encounter with a customer follows a smooth path. There are some customers who can challenge the skills of the most dedicated service provider. These challenges are opportunities - to exceed customer expectations and create customers for life.

Demanding Customers guides sales and service providers through a series of scenario based option paths. This will show the participant how to manage an angry customer, understand why a customer might be shy and help an undecided customer come to a decision. It will help to deal with a customer who isn’t right, but who is a customer, and who – with skill – will still be one in the future.

COURSE TOPICS

Module 1 (22 mins) Strategies for Challenging Customers
Introduction
The Uncommunicative Customer
The Uninformed Customer

Module 2 (24 mins) Strategies for Challenging Customers
The Wrong Customer
The Rude Customer
The Undecided 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 a customer might be shy.
• Help an undecided customer come to a decision.
• Deal with rude customers.
• Educate an uninformed customer and create additional customer loyalty in the process.
• Deal with a customer who isn’t right, but who is a customer, and who - with skill will still be one in the future.

SPECIAL FEATURES

A variety of sales and service scenarios demonstrate good and bad practice and are designed to catalyse discussion and debate between participants.

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.