WIN OVER AN ANGRY CUSTOMER, WIN THE COMPETITION: A HANDLING DIFFICULT CUSTOMERS TRAINING IN THE PHILIPPINES
A Corporate EnterTRAINment on Dealing with Difficult Customers and Anger Management for Customer Service Providers – A 3-day Handling Difficult Customers Training in the Philippines
ENTERTRAINMENT OVERVIEW:
The 3-day Handling Difficult Customers Training in the Philippines is designed to equip participants with the knowledge and skills necessary to effectively handle challenging customer interactions. This program focuses on understanding customer psychology, maintaining a positive mindset, active listening, empathy, assertiveness, and the art of delivering bad news. Participants will learn to manage anger, deescalate supervisor call requests, and effectively handle stressful situations. Through interactive discussions and practical exercises, this training aims to empower participants to provide excellent customer service while managing difficult customer situations with professionalism and finesse.
ENTERTRAINMENT GOALS:
By the end of this 3-day Handling Difficult Customers Training in the Philippines, you should’ve been able to:
- Stand up for the company while upholding excellent customer service and valuing the customers and their experience.
- Be transparent with the customers’ needed information, positive or negative, while at the same time exhausting all means to discourage animosity and cancellations.
- Convince upset customers who request a supervisor to entrust the solution of their concerns to them.
ENTERTRAINMENT OBJECTIVES:
By the end of this 3-day Handling Difficult Customers Training in the Philippines, participants should be able to:
- Understand the importance of providing excellent customer service and its impact on both the company and individual success.
- Recognize the psychological factors that lead to difficult customer behavior and effectively respond to various customer emotions.
- Develop responsive communication skills to avoid dead air and build rapport with customers.
- Cultivate a positive mindset to maintain composure and professionalism during challenging interactions.
ENTERTRAINMENT OUTLINE:
DAY ONE
MODULE I: THE WIIFM OF PROVIDING EXCELLENT CUSTOMER SERVICE AND WINNING OVER DIFFICULT CUSTOMERS
- What’s in it for the company (The bottom line)
- What’s in it for you (The bottom line)
MODULE II: WHY CUSTOMERS GET DIFFICULT (UNDERSTANDING CUSTOMERS’ PSYCHOLOGY AND REALITY
- Why do customers complain? (A justification of their difficult behavior: anger, upset, disappointment, frustration, sadness, or madness)
MODULE III: RESPONSIVENESS AND DEAD AIR (HOW TO BE RESPONSIVE TO AVOID DEAD AIR AND A BAD REACTION FROM THE CUSTOMER)
- Why and how to be responsive to discourage dead air
- Tips on how to avoid dead air
MODULE IV: THE THEATRICS OF CUSTOMER SERVICE (SOUND REAL AND SINCERE, WILL YOU?)
- How to sound expressive, sincere, and accommodating (emotions, word stress, breathing, and inflection/rhythm)
- How to sound expressive, sincere, and accommodating
MODULE V: POSSESSING A POSITIVE MINDSET OVER THE PHONE (YOU’LL NEVER GET STRESSED THINKING POSITIVELY)
- How to think and act positively over the phone (at times, it’s not the customer’s behavior. It’s you.)
DAY TWO
MODULE VI: WHY AND HOW TO LISTEN ACTIVELY (LISTENING ALONE IS THE SOLUTION)
- The benefits and disadvantages of not listening actively (Pros and cons)
- Barriers to active listening (Get it out of the way)
- Components of active listening (Foundations of effective listening)
- Nine Fs of Active Listening (The F words of active listening)
MODULE VII: EMPATHY IN DEALING WITH IRATE CUSTOMERS (WHY AND HOW TO EMPATHIZE SINCERELY)
- Driving force behind a customer’s expectations
- Facts about customers (They’re also imperfect human beings like you and me)
- How to empathize sincerely and truthfully (Don’t just say sorry. Identify with them.
MODULE VIII: THE NEED FOR ASSERTIVENESS (BALANCING DEFENDING THE COMPANY AND SERVING THE CUSTOMERS RIGHT)
- Assertiveness training (What is assertiveness and what is being assertive?)
- Tips of assertiveness
- Elements of assertiveness (Positive scripting, power words, and tone)
- Positive scripting (Think first before you speak)
- Power words (Enhance your delivery)
- Tone (It’s not just what you say, it’s also how you sound)
MODULE IX: THE INVESTIGATIVE OR CONSULTATIVE APPROACH (ENGAGE YOUR CUSTOMER)
- Tips on engaging the customer (Sound like you’re both in it together. Engage the customer.)
- Respond promptly and appropriately
MODULE X: HOW TO DELIVER BAD NEWS (BE A MESSENGER OF HOPE AND NOT NEGATIVITY)
- Tips on how to deliver bad news positively (You don’t need to sugarcoat it, but you don’t have to sound negative either.)
DAY THREE
MODULE XI: TREATING ANGRY CUSTOMERS LIKE A PRO (DEALING WITH IRATE CUSTOMERS WITH RESPECT AND FINESSE)
- How to deal with angry customers
- How to pacify an irate customers (Appease to be ‘at peace’)
MODULE XII: ANGER MANAGEMENT FOR AGENTS (DON’T GET IRATE BEFORE THE CUSTOMER DOES)
- How to control and manager anger
MODULE XIII: DEESCALATING A SUPERVISOR CALL REQUEST (TAKE OWNERSHIP OF THAT CALL)
- What to do when a caller demands to speak with a supervisor at the start (Deescalation)
MODULE XIV: STRESS MANAGEMENT (WHY AND HOW TO DEAL WITH STRESS OR PRESSURE AT WORK)
- Causes and effects of stress (Know them to manage them)
- How to avoid stress (Proactive remedy)
- How to destress (Reactive remedy)
Check out our other Customer Service-related training programs below:
Customer Service Training in the Philippines
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