Customer Service - Delivering Difficult Messages
The aim of this programme is to ensure that staff deliver challenging messages in a professional and company focused manner, whilst being able to handle stressful situations
It teaches them to be proactive, take ownership and recognise the importance and benefits (to the customer and your business) of efficient and professional management of challenging customers.
They will also learn how to communicate effectively to help control the situation and achieve a positive outcome in a professional manner. Highly interactive ‘Real play’ and coaching sessions throughout the course help embed the messages.
The course will be built around situations common to your business.
Who will the course benefit?
People who are already experienced in dealing with customers and are looking to increase their knowledge and skills with this.
This course will enable delegates to:
To acknowledge the importance of communication methods – words, voice and body language
Manage the conversation even under stressful circumstances
Recognise the importance of delivering a clear message using LBG Guidelines
To understand how we perceive our customers and how that affects our behaviour towards them
Choose a from a variety of strategies in order to handle different behaviours
Deal with customers in an assertive manner, avoiding aggressive behaviour
Manage emotions (our own and those of the customer)
Describe the child-parent-adult behaviors that are apparent in customer relationships and how they can turn these behaviours round to their advantage
Welcome & introductions
How we communicate– words, voice and body language
Understanding the 4 stages in the communication cycle
Identifying how staff can lose control of the conversation
How to get control back, in a professional and courteous manner, using LBG Guidelines
Dealing with Challenging Situations
Why does it happen?
What are the indicators?
How do we and the customer perceive the situation?
Options for dealing with conflict
Conflict Handling Styles
Skills of assertiveness
Dealing with aggression
Managing Emotional Responses
Techniques for dealing with your own (and the customers’) emotions
Review & Action Planning
Day 2 – Putting it into practice
Welcome & review of Day 1
How the customer reponds to us
What makes a good, mediocre or bad impression?
How can we perceive how the customer feels?
Why do we behave the way we do?
Different types of “transactions” within a relationship
What affect does your behaviour have on others?
Real plays 1
Work with an actor the practice the skills from Day 1
Review & Feedback
How much have you learned?
Review of learning so far
Real Plays 2
Work with an actor the practice the skills for more challenging situations
Review & Feedback
Action Planning & Close