In today’s demanding business environment, one would be hard pressed to work in a customer-facing role without ever having to deal with a difficult customer. The speed with which services and information are delivered online has caused many customers to seek immediate gratification in all interactions with the companies they frequent. All too often, unrealistic expectations and “over the top” demands can cause serious customer satisfaction headaches for your employees. Defusing problematic customers is crucial now that tales of negative interactions can rapidly circle the globe via e-mails and customer opinion web pages. Today, more than ever, it is crucial for customer-facing employees to handle all customer complaints in a professional and efficient manner so as to prevent a satisfaction problem from spinning out of control. By handling even the most disagreeable customers in a pleasant manner, customer satisfaction levels can be raised and a company reputation can be protected and enhanced. Our Customer Service Training for Problem Customers program is designed to avert tenuous situations and to take the appropriate steps to rebuild customer relationships.

Our day-long seminar focuses on the various types of problem customers that participants are likely to face in the course of their day. Sales executives, managers, customer support reps and other individuals tasked with providing customer service will all benefit from the concepts taught in Customer Service Training for Problem Customers. To initiate the process of understanding what motivates customers, participants initially learn to understand their personal communication styles and how their interactions affect customer behavior. A professionally developed behavioral instrument provides unique insight into customer drivers and motivators. Customer service concepts such as the ability to listen effectively and take proactive measures based on customer cues enable participants to steer customers towards resolving satisfaction issues. Lectures, peer-driven discussions, audio taped and digitally recorded exercises and feedback sessions reinforce the learning process and solidify the ability to apply customer service skills in today’s business environment. As a result, even the most problematic individuals can eventually be appeased and turned into advocates and loyal customers.

Seminar Objectives:

Participants in the customer service skills training seminar will learn to:

• Understand what drives customer dissatisfaction
• Recognize the motivators that affect customer behavior
• Fulfill customer needs to defuse fragile situations
• Handle customer discussions in a customer service-oriented manner
• Rebuild customer relationships
• Build trust and gain cooperation
• Acknowledge customer concerns
• Handle the most demanding customers
• Manage unreasonable expectations
• Effectively handle complaints and customer satisfaction issues
• Be proactive rather than reactive
• Gain cooperation from unhappy customers
• Turn negative situations into positive experiences

To maximize your customer service teams effectiveness we suggest our custom, private customer service seminars offered in house at the location of your choice.

Contact us for a free consultation on how we can best service your customer service training needs.