Course Outline
Foundations of Customer Communication
- The critical role of effective communication
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Applying emotional intelligence to customer relations
- Core emotional intelligence principles for engaging difficult clients
- Practicing active listening and demonstrating empathy
- Using strategic phrasing to shift a difficult client's perspective
- Understanding the characteristics of modern customers
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Causes of difficult client behavior:
- Innate personality traits or temperament
- Attempts to secure additional benefits from the interaction
- Misunderstanding of sales terms and conditions
- Dissatisfaction with the customer service experience
- Failure to meet established product or service quality benchmarks
- Personal or financial losses resulting from inefficient service
Categories of Conflict in Business Relationships
- Disputes arising from misunderstandings
- Conflicts stemming from calculation or deduction errors
- Friction caused by unmet expectations
Managing Complaints and Claims
- Pinpointing the core issue
- Designating responsibility for conflict oversight
- Techniques for addressing objections (including the "fog bank" method)
- Case study: addressing a complaint regarding unsatisfactory service
Conflict Resolution Strategies
- Proven steps for effective resolution
- Active listening paired with solution-oriented proposals
- Specific tactics for managing difficult clients (such as the "mirror" technique)
- Converting objections into potential sales opportunities
- Additional effective strategies for resolution
Self-Care and Emotional Regulation
- The vital role of self-care when interacting with complex clients
- Methods for managing stress and frustration levels
Customer Satisfaction Surveys and Service Assessment
- The significance and purpose of satisfaction surveys
- Crafting effective survey questions
- Gathering and interpreting feedback data
- Leveraging insights to enhance service quality and client retention
Collaborative Practical Exercises
- Role-playing: navigating challenging customer interactions
- Group analysis of authentic customer complaints
- Creating a follow-up and service evaluation roadmap
Recap and Future Actions
Requirements
- Familiarity with core customer service principles
- Prior experience in client-facing positions
- A keen interest in refining communication and conflict resolution abilities
Target Audience
- Customer service representatives
- Sales professionals and account managers
- Supervisors and team leads responsible for client relations
Testimonials (3)
I especially appreciated the instructor’s ability to give thorough, well-explained answers to questions specific to my personal situation.
HASAN TAHA URLU - Huber Turkiye
Course - Assertiveness
interaction and discussion with each other in different groups, together with some games.
- Netherlands Business Support Office (NBSO) Indonesia
Course - High-Impact Communication Skills
Training was tailored to my needs
