Managing the Difficult Customer - Think AMAZON!

Ms. Caryl Pierre Chase
Facilitator/Learning & Development Specialist

As companies gear up for the "new world" of business, delivering exceptional customer service as part of the overall customer experience journey is critical to the very survival of organizations.

According to a recent Customer Experience Trends Report

• Companies that rank customer service as a top priority are six times more likely to surpass their customer retention goals.

However, delivering exceptional customer service to an increasingly demanding customer who is quite likely, connected to every social media platform, can be daunting. Nevertheless, the concerns of any difficult customer, if handled with the right Attitude, Knowledge, Skills and Training can result in higher customer satisfaction and ultimately customer retention.

In this brave new emerging world, organizations are battling for the hearts as well as the wallets of their customers. Only those organizations who are the most adept at anticipating, then seamlessly delivering a flawless customer experience, embedded with the most delightful customer service interactions will emerge as winners. Think AMAZON!

Interested? Click or tap here!  

Managing the Difficult Customer

Face to Face Class

Overview

In an ideal world all of your customers would be a delight. What if you could see the gift in every challenging interaction and deliver the kind of service that creates loyal followers? Yes you can! It begins with You. You, the creator of memories that delight!

Main Objectives

This workshop will equip participants with the attitude, knowledge and skills required to build rapport and delight their customers wherever they interact, in person, on the telephone, or over social media.

Learning Objectives

At the end of this workshop participants will be able to:

• Identify their triggers and remain calm despite provocation
• Exude an attitude that is welcoming and warm regardless of medium
• Empathise with their customers' concerns through active listening
• Create rapport with their customers to resolve problems effectively
• Practice resolving problems with empathy and warmth.

Areas of Focus

• The Demands of the New World of Business
• What Do Customers Want
• You Have the Power - It's All in the Attitude
• Managing Stress Successfully
• Dealing With Customers Over the Phone
• From Difficult to Delightful - Customer Interactions