Dealing with Difficult and Unhappy Customers

Duration: 2 Days

Introduction

Dealing with difficult and unhappy customers are always challenging but with the right tools and tips, you can turn that stormy relationship into one of a lifelong partnership. A satisfied customer is the best salesperson.

Make difficult and unhappy customers become happy and satisfied customers. Keep irritated customers coming back even though something went wrong initially. Apply strategies to control emotions and stay calm when dealing with difficult and unhappy customers. Communicate effectively with the customers when solving their problems.

Dealing with difficult and unhappy customers intelligently is the key to business success.

Course Objectives

Upon completion of this course, participants should be able to:

• Deal with difficult and unhappy customers effectively
• Use strategies to minimize complaints
• Meet customers' expectations as best as we can

Key Content

Module 1: Meeting customer's expectation with the ''5W1H'' strategies

• What is customer's expectation?
• What is our company's expectation?
• When to meet customer's expectation?

Module 2: Listening to the customer - an important tool

• Attentive listening
• Asking intelligent questions
• Don't be afraid to ask, assumptions cause a lot more problems
• Fast problem solving is the key

Module 3: Treating difficult and unhappy customers - a learning point

• Change of mindset: value the customer
• Feedback as continuous improvement
• Treat difficult and unhappy customers as a learning point
• If we do not care about our customers, they won't care for us
• Unhappy customers are threats to our business

Module 4: Implementing the ''Act Fast'' strategies to delight difficult and unhappy customers

• Act fast strategies for problem solving
• Executing the TAG formula

Module 5: The golden rule in customer service

• Customer is always right
• Handling complaints with the golden rule in mind

Module 6: Self management strategies

• Managing your emotions
• Staying calm always
• Avoiding conflicts and disputes effectively
• The right attitude

Module 7: Resolving issues professionally

• Root cause analysis using funnelling method
• Find out the exact cause
• Provide multiple solutions

Module 8: Effectively manage difficult and unhappy customers

• Dealing with upset customers with right strategies
• Learn to say ''no'' to unreasonable requests
• Pacifying angry customers with the right words and tone

Module 9: Turn dissatisfied customers into loyal allies

• Communicate effectively
• The GOLDEN words in dealing with difficult customers
• Rephrase words for better relationships in difficult situations
• Learn when to say ''yes'' and ''no''

Module 10: Setting high standards for customer service excellence

• Your corporate reputation is at stake
• Customer service excellence culture from top to bottom
• Encouraging feedback for continuous improvements