Regardless of where you work – if you’re in contact with people, it comes up
eventually: The case of the angry client. Effectively dealing with upset, frustrated clients is an
important rare skill. It often means the difference between holding onto a customer, regaining trust or tarnishing your company’s reputation.
Peter shares his extensive experience in the hospitality and travel industry with customer service insights combining his communication skills training to create this practical and user friendly session. We look closer at how we can diffuse certain heated situations, use strategies and proven techniques and give insight on how to provide excellent customer service even when someone is about to blow their fuse.
Through strategies and techniques know how to defuse angry confrontations and move towards a positive outcome taking control of the situation.
You’ll discover a range of strategies to become more assertive and feel more confident with extremely challenging and demanding customers.
Adopt a clearer understand of your customers’ anger and your own reactions together with analysing difficult situations to handle them more appropriately.
Through discussions and case studies we explore why people react in anger; how to manage your own reactions and how to handle those of your customers.
Identifying the causes and triggers for difficult customer behaviours and conflict and differentiate between different types of conflict.
The use of persuasion and influencing strategies to shift customers into agreement reducing tension and anxiety.
Exploring the power of positive language and equally useful tactical phrases. Communicate a desire to help your customers using reflective listening skills.
Handling agitated customers in the early stages of anxiety, calming anger and showing real empathy to your customers.
Understanding various calming strategies, final key ideas and the next steps forward for your company providing a support system.
Customer Service Professionals who need to build confidence in dealing with extremely challenging customers.
Depending on your needs and Budget, we’ll agree on the best format. Small or large groups, a 90-minute workshop or longer.
Lots of engagement from attendees as we learn by doing. Workshops are designed to be an Interactive two-way process.
Everything is targeted and tailored to the needs of the organization, team and individuals in the session.