Handling Difficult & Demanding Customers Training Course

Customers can sometimes be a bit too rough, or plain demanding.

Their requests may be well beyond the company policy or service offering.

However, the rule of ‘Customer is King’ still applies. Hence, it becomes important for people with customer interface to know who is a difficult nut to crack and how can they be handled in the best possible manner.

This training course has been developed by effectively merging the theory and practice of quality Customer Service for people with customer contact in their professional roles, especially Sales and Marketing pros who have to face and handle difficult or demanding customers.

Delegates attending this course will master the skillsets and competencies to effectively implement and execute a successful customer service approach in managing and handling difficult as well as demanding customers.

LEARNING OBJECTIVES

After the successful completion of this comprehensive training course, participants will be able to:

1. Apply the essential principles of customer services for maximizing sales and marketing results.
2. Defuse uncomfortable interactions with customers and minimize bad publicity.
3. Respond professionally to any problems arising in service or business development context.
4. Use empathy to maintain rapport with customers and continue with the business relationship.
5. Professionally respond to a customer’s demands and requests while maintaining rapport.
6. Focus on each customer as a prospect for business development and eventual sales development.
7. Read and interpret body language signals and use them to enhance your communication skills.

INSTRUCTIONAL METHODOLOGY

• Group Live and Instructor-led Classroom Track
• PowerPoint presentation, with pointed breaks to stimulate discussion by the participants.
• Participative Classroom Activities, including:
  • Ice-Breakers and Energizers
  • Behavioral Role Plays
  • Focused Video Playback
  • Guided Group Discussions
  • Management Case Studies
  • Experiential learning exercises

INTENDED AUDIENCE

• Sales and Business Development Managers, Account managers, credit and billing specialists, and professionals with direct customer interface.
• Business heads, as well as managers who want customer service training in order to reinforce their customer contact and management skills.
• Customer service representatives, technical staff, support personnel and field service representatives.

COURSE ASSESSMENT

• Pre-Assessment to gauge current level of conceptual understanding and customize training delivery.
• Session-based Practical Exercises, Reflective Quiz and Peer-group Notes Sharing and Evaluation
• Final Course Assessment, in a test environment, capturing course retention and learning.