HAPPY CUSTOMERS, HAPPY EMPLOYEES: A FACE-TO-FACE CUSTOMER SERVICE TRAINING IN THE PHILIPPINES

Corporate EnterTRAINment on Face-to-Face Customer Service – A 2-day Face-to-Face Customer Service Training in the Philippines

ENTERTRAINMENT OVERVIEW:

The 2-day Face-to-Face Customer Service Training in the Philippines is designed to provide participants with the essential skills and knowledge required to effectively handle customer rage and challenging interactions.

Understanding the psychology behind angry customers, mastering active listening techniques, and learning anger management strategies are all key components of this comprehensive training program.

By the end of the training, participants will be well-equipped to pacify irate customers, collaborate with them to find solutions, and assertively address their concerns, all while maintaining professionalism and empathy.

ENTERTRAINMENT GOAL:

The goal of this 2-day Face-to-Face Customer Service Training in the Philippines is to empower participants with the skills and techniques necessary to handle customer rage effectively and turn challenging interactions into positive experiences. 

ENTERTRAINMENT OBJECTIVES:

By the end of this 2-day Face-to-Face Customer Service Training in the Philippines, the trainees/participants should be able to:

1. Understand Customer Rage: Delve into the root causes of customer rage, including triggers related to both the customer and the representative. Recognize the psychological factors contributing to customer anger.
2. Master Active Listening: Learn the importance of active listening in diffusing irate customers and pacifying their emotions. Identify barriers to effective listening and develop the ability to listen actively even in high-pressure situations.
3. Practice Anger Management: Explore techniques for managing and controlling pent-up emotions when dealing with challenging customers. Develop strategies to maintain composure and professionalism.
4. Pacify Irate Customers: Discover effective methods for calming angry customers, diffusing tension, and handling customer aggression and abuse. Emphasize the use of empathy and sympathy in building rapport and finding resolution.
5. Collaborate with Customers: Explore the power of setting clear expectations and working collaboratively with customers to find mutually beneficial solutions. Learn how to arrive at compromises and win-win agreements.
6. Develop Assertiveness: Undergo assertiveness training to improve communication skills when addressing customer concerns. Focus on both what is said (positive scripting) and how it is said (intonation, voice quality, confidence).

ENTERTRAINMENT OUTLINE:

MODULE I: UNDERSTANDING THE CUSTOMER’S RAGE

• Interactive Discussion on the Root Causes behind Customers’ Rage (The Psychology behind Angry People)
  • Rage Triggered by the Customer Himself
    • Bad mood
    • Irritation from waiting on the phone
    • Bad product experience
    • Bad customer service experience
  • Rage Triggered by the Representative
    • Something said
    • Something done
    • Incompetence
    • Indifference/Apathy

MODULE II: ACTIVE LISTENING IS ALREADY THE SOLUTION

• Active Listening and its Role in Dealing with Irate Customers and Pacifying Them
  • Barriers to Effective Listening
    • Internal Barriers
      • Work-related stress or performance-induced pressure
      • Demotivation caused by management issues
      • Family problems
    • External Factors
      • Workplace Noise
      • Customer Shouting
      • Customer’s Background Noise
    • Levels of Listening
      • Pretending
      • Ignoring
      • Selective
      • Attentive
      • Active
    • Components of Effective Listening
      • How to listen actively in the midst of the customer’s aggression or rage

MODULE III: BASIC ANGER MANAGEMENT

• Anger Management for Representatives
  • Controlling Pent-up Emotions

MODULE IV: PACIFYING AN IRATE CUSTOMER 101

• Pacifying an Irate Customer
  • Diffusing the Bomb (Calming the Customer)

• Fending off Customer’s Aggression and Abuse
  • Parrying emotional or psychological impacts

• Use of Empathy and Sympathy

MODULE V: PROVIDER-CUSTOMER COLLABORATION

• The Power of Setting Expectations

• Working out a collaborative solution
  • How to arrive at a compromise or meeting half-way (Win-win agreement)

MODULE VI: ASSERTIVENESS

• Assertiveness Training
  • What You Say
    • Positive Scripting (Avoiding Trigger Words and Using Powerful Collaborative Words)
  • How You Say It
    • Intonation
    • Voice Quality
    • Confidence

NOTE: The training program will be supported and enhanced by icebreakers and games like:

1. The Rules Have Changed the Game (Being Flexible to Customers’ Needs and Behaviors)
2. Name that Tune! (On Adapting to Customers’ Moods)
3. The Grab (On Dealing with Different Types of Difficult Customers)

Check out our other Customer Service competencies-related training programs below:

Customer Service Training in the Philippines

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