You have to cope with angry customers in your company and on the phone. The way you react is decisive for your future relation. By listening actively and showing empathy you can turn this complaint into an opportunity.
Who is it for? For you!
- For anyone dealing with customers. In your shop, on the phone and on the road.
- Service Staff
- Reception Staff
Topics included in this training:
Part 1: How to prevent aggressive reactions with customers
- Gain new insights about Communication (verbal and non-verbal)
- Troubleshooting complaints via e-mail and phone
- Your approach is crucial: empathy, active listening, assuming responsibility, settling matters accurately, acting pro-actively.
Part 2: How to react best to (verbal and non-verbal) aggression
- How to deal with a ‘manipulator’ (customers acting aggressively to obtain a favour) appropriately
- How to calm down an aggressive customer and bring him or her to reason
- How to call an aggressive customer to order without being arrogant
Part 3: How to retain your personal motivation with complaints
- Avoiding personal emotional impact
- Addressing aggressive customers calmly
- How to keep emotional distance and remain motivated
Would you like more information or a tailor-made training for your team?
Call Liesbeth Huysmans at+32 (0)475 54 52 48 or e-mail Liesbeth.Huysmans@liss.cc
