This online workshop is for those on the front line with customers, offering tools and techniques for handling awkward and sometimes emotional situations, particularly those where you are giving a difficult message and handling objections. The workshop is participative and lively. As well as trainer input and activities, there’s an opportunity to share experiences and learn from others. Numbers are limited to 12 to achieve that level of involvement. Taking away a ‘difficult situations’ action plan, you’re encouraged afterwards to link up with others in your organisation to develop strategies for difficult situations with individuals and groups.
Learning outcomes
As a result of this workshop, you'll be better able to:
- Appreciate causes and triggers of customer dissatisfaction and challenges
- Build rapport, relating and responding effectively to customer enquiries and difficulties
- Manage your own emotions and stress, staying assertive and confident
- Use a technique for delivering a difficult message and handling objections.
Content includes:
- Customer service principles and your organisation’s standards – quick review
- The customer journey – what goes well, what triggers difficulties
- Importance of rapport & empathy
- Being aware of language & cultural issues
- Looking & sounding assertive & confident
- Reading situations and defusing tension
- Getting to the heart of the issue –LQC funnel
- Techniques for handling objections: AAA for ‘standing firm’; ‘TAP’ for workable compromise
- Managing your emotions during difficult situations – before, during, after.
Overall, the course is to help you achieve positive customer reactions and to know you've managed the situation as effectively as possible.
£25 for SWRLS members (£48 without membership)
