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3 Courses in Leeds
All You Need to Know About Complaints Handling and Managing Difficult Clients
By Beyond Satisfaction - Customer service Training
If you want your employees to improve their customer service skills and deliver an amazing experience to your customers, feel free to check out my Training course focusing on managing complaints and complaining clients successfully.
Dealing with challenging customers (In-House)
By The In House Training Company
Wouldn't sales be a 'walk in the park' without challenging customers? Why is it that some customers are so difficult to please, so quick to call 'foul' at the slightest blip and so mean with their gratitude after we've bent over backwards to accommodate them? Whether we are looking at prospective or existing customers, there is a toolkit for dealing with the most challenging of them. This course will help participants: Use broad open questions to give the customer a platform for their opinions or issues Improve listening skills to really understand what's behind the customer's challenging style Probe specific phrases to show listening and earn deeper disclosure Use silence to let challenging customers 'blow off steam' Understand the negative impact of certain phrases on a challenging customer Summarise effectively and reassure the customer of our understanding of their needs Recognise the 'behaviour cycle' and avoid emotional escalation Understand 'transactional analysis' and how to bring people from 'child' to 'adult' state Create loyalty in customers who are slow to give trust 1 What makes a customer 'challenging'? Why customers challenge us - understanding their drivers 'Wearing their shoes' - seeing things from their perspective Understanding our own personality style How to flex with a style that is different from our own Ways to quickly recognise a customer's style The benefits of flexing with a challenging customer's style 2 Practical exercise - forum theatre Participants take it in turns to deal with the trainer (who plays the role of the challenging customer) Observers stop the action when they hear or see something they deem wrong The participant in the seat gets a chance to use a suggested alternative line The participant who makes the suggestion has the chance to occupy the seat and deliver it themselves Frequent feedback from the trainer as to how the participant's words are making him feel Opportunities to rewind the action if an ill-advised line is suggested and delivered Flipchart for capturing what worked, what didn't work and why Mehrabian principle - the importance of body language and tone over words used 3 Questioning and listening skills How to use open questions to get the customer talking What questions to avoid and why The use of pauses and silence to reduce tension and build trust What listening is and what it isn't Question funnelling - how to earn deeper disclosure through probing The power of summary 4 Transactional analysis explained What is transactional analysis (TA)? Exploring the TA states and why people behave in that way under pressure How to bring challenging customers to 'adult' state to reduce tension How 'parent' or 'child' behaviours can be inadvertently triggered Understanding the 'behavioural cycle' and how to break it Mini-role play 'vignettes' to demonstrate real time impact of ill-chosen words 5 How to build trust with challenging customers Techniques for placating current challenging customers Methods that the participants have already used effectively - understanding why those methods worked and how other participants can model them Participants' experiences of trust having been lost - understanding why those experiences had that negative outcome How to 'go the extra mile' with challenging customers 6 Bringing a 'real' challenging customer to life Participants give the trainer a brief profile of a specific challenging customer of theirs 5-10 minute roleplay in which the trainer brings that individual to life Observing participants - without interrupting - make notes on what is and isn't working Trainer stops the action half-way through to give feedback on how he is feeling Participant goes back into the roleplay having recalibrated their approach based on feedback Observers give feedback on what did and didn't work Trainer comes out of character to explain the impact of the participant's words and behaviours 7 Wrap-up Key learnings from each participant Individual action planning - steps that can and will be implemented in the workplace
Price increases (In-House)
By The In House Training Company
It's a fact of life that costs generally increase and as a result prices must go up too. Implementing an increase without losing customers is challenging. Talking about a price increase with customers never makes for an easy conversation. Your customers will generally decide whether to accept the increase based upon value, as well as the hassle cost of switching and going elsewhere. Even the most experienced salesperson who has implemented price increases before will be fighting back the nerves when faced with the task of 'selling' the increase. In this flexible programme, we will support your internal preparations at whichever stage you and your colleagues are at. From making the decision to increase prices, right through to those on the frontline already dealing with any push-back. This programme will help participants: Understand the business case for increasing prices Take steps to research the market Consider their customers' motivations Use the six principles of influence Identify and adapt for different personality styles Assess their level of trust with customers Build rapport rapidly with their customers and prospects 1 Raising prices - keys to success Understanding the business case Researching the market Assessing the value of your offering 2 Understanding your customer base Assessing your key accounts What is your 'target' customer range? Creating consistency in pricing approach 3 Planning the increase Timing your implementation Communication strategy Elements of a good price increase letter 4 Developing influencing skills The Trust Equation The six principles of influence Discovering your customer's buying decisions 5 Emotional intelligence and price increases The part emotion plays Developing strategies for keeping calm Handling your customer's responses 6 Understanding different customer styles Discover your own style Recognising behaviour traits in others Adapting your approach to their style 7 Preparing for customer contact Preparing for specific customers Anticipating their response Dealing with challenging customers 8 Following through Maintaining a consistent approach Resisting requests for discounts Confirming the increase in writing
Online Options
Show all 19CRM and Phone Based Customer Service - QLS Endorsed
By Imperial Academy
Level 4 & 5 Endorsed Diploma | QLS Hard Copy Certificate Included | Plus 5 CPD Courses | Lifetime Access
Difficult customers may not be angry, but difficult to work with for a variety of reasons. We will help you to determine the customer's difficult behavioral 'type' and work with an appropriate strategy. View challenging customers as an opportunity to shine, be your best, and set a great service example. Learning Objectives Describe seven types of difficult customers, Apply strategies for working with each type of difficult customer Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams
Elevate your telesales prowess with our comprehensive training program - 'Telesales Executive Training: Art of Persuasive Selling.' Master prospecting, sales techniques, call preparation, and closing strategies. Acquire the skills to navigate difficult situations, impeccable telephone etiquette, and decode sales metrics. Join us for a transformative experience in honing your sales skills and achieving unparalleled success in the world of telesales.
Description: Dealing with difficult customers can be bit difficult sometimes. With your right attitude and action steps, you can effectively navigate these tricky customer situations and emerge (hopefully) unscathed. This Certificate in Handling a Difficult Customer is designed to introduce with the guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well. After getting certified with course you and your staffs hopefully will be more prepared to handle difficult customers.. Assessment: At the end of the course, you will be required to sit for an online MCQ test. Your test will be assessed automatically and immediately. You will instantly know whether you have been successful or not. Before sitting for your final exam you will have the opportunity to test your proficiency with a mock exam. Certification: After completing and passing the course successfully, you will be able to obtain an Accredited Certificate of Achievement. Certificates can be obtained either in hard copy at a cost of £39 or in PDF format at a cost of £24. Who is this Course for? Certificate in Handling a Difficult Customer is certified by CPD Qualifications Standards and CiQ. This makes it perfect for anyone trying to learn potential professional skills. As there is no experience and qualification required for this course, it is available for all students from any academic background. Requirements Our Certificate in Handling a Difficult Customer is fully compatible with any kind of device. Whether you are using Windows computer, Mac, smartphones or tablets, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation. Career Path After completing this course you will be able to build up accurate knowledge and skills with proper confidence to enrich yourself and brighten up your career in the relevant job market. Getting Started 00:05:00 The Right Attitude Starts with You 00:25:00 Stress Management (Internal Stressors) 00:35:00 Stress Management (External Stressors) 00:25:00 Transactional Analysis 00:25:00 Why are Some Customers Difficult 00:25:00 Dealing with the Customer Over the Phone 00:35:00 Dealing with the Customer In Person 00:25:00 Sensitivity in Dealing with Customers 00:30:00 Scenarios of Dealing with a Difficult Customer 00:15:00 Following up With a Customer Once You Have Addressed Their Issue 00:12:00 Wrapping Up 00:07:00 Mock Exam Mock Exam- Certificate in Handling a Difficult Customer 00:20:00 Final Exam Final Exam- Certificate in Handling a Difficult Customer 00:20:00 Order Your Certificate and Transcript Order Your Certificates and Transcripts 00:00:00
Retail Management Training - CPD Accredited
By Training Tale
Retail Management: Retail Management Online Training Are you prepared to advance your career in retail management? Getting customer pleasure is crucial in retail management. With this thorough course in Retail Management: Retail Management Training course, you may succeed in this vibrant international business! With the help of this advanced diploma in retail management, you may learn how to develop your current sales abilities. From retail management, you will learn how to develop solid client relationships and various marketing methods. Retail management also teaches you how to benefit from professional-level communication skills. Retail Management is also advantageous for perfecting the art of dealing with challenging customers and learning how to effectively assess customer behavior. The most significant stock management concerns are covered in Retail Management. Enroll in our Retail Management: Retail Management Training course to boost your management proficiency and develop some highly applicable retail management abilities. Learning Outcomes After completing this Retail Management: Retail Management Training course, the learner will be able to: Understand the fundamentals of Retail Management. Build and sustain relationships in Retail Management. Understand the strategic planning in Retail Management. Understand the importance of location in Retail Management and merchandise business. Explain retail supply chain and promotional strategies in the Retail Management course. Understand the impact of information technology in Retail Management business. Special Offers of this Retail Management: Retail Management Training course This Retail Management Course includes a FREE PDF Certificate. Lifetime access to this Retail Management Course Instant access to this Retail Management: Retail Management Course Get FREE Tutor Support from Monday to Friday in this Retail Management: Retail Management Course Other courses are included with this Retail Management Course Complete Bundle Course 01: Level 5 Retail Management Course Course 02: Level 7 Business Management Course 03: Level 7 Project Management Course 04: Level 5 Diploma in Risk Management Course 05: Level 4 Time Management Course Course 06: Level 4 Logistics Management Course 07: Level 7 Diploma in Facilities Management Course 08: Level 7 Diploma in Operations Management Course 09: Workplace Stress Management Course 10: Business Process Management [ Note: Free PDF certificate as soon as completing the Retail Management: Retail Management Course (Level 5 Diploma] Retail Management: Retail Management Online Training Industry Experts Designed this Retail Management course into 16 detailed modules. Course Curriculum of Retail Management: Retail Management Training course Module 01: A Quick Overview of Retail Management Module 02: Building and Sustaining Relationships in Retailing Module 03: Strategic Planning in Retailing Module 04: Retail Challenges and Theories Module 05: Understanding Retail Consumer Module 06: Exploring Retail Segmentation and Strategies Module 07: Retail Business Location Module 08: Merchandise Management Module 09: Buying Decision Process and Customer Satisfaction Module 10: Retail Business Operations Module 11: Category Management Module 12: Retail Marketing Mix Module 13: Retail Pricing Module 14: Retail Supply Chain and Promotional Strategies Module 15: Emerging Trends in Retail Module 16: Impact of the Information Technology in Retailing Assessment Method of Retail Management: Retail Management After completing each module of the Retail Management: Retail Management Training course, you will find automated MCQ quizzes. To unlock the next module, you need to complete the quiz task and get at least 60% marks. Certification of Retail Management: Retail Management After completing the MCQ/Assignment assessment for this Retail Management: Retail Management Course, you will be entitled to a Certificate of Completion from Training Tale, which is completely free to download. Who is this course for? Retail Management: Retail Management Online Training Learners can take this Retail Management: Retail Management Training course even if they have no prior knowledge of Retail-Management and there are no age restrictions. As a result, anyone who is enthusiastic and ambitious about Retail Management can enrol in the Retail Management: Retail Management Training course. There are no admissions deadlines, and you can start this Retail Management: Retail Management course at any time. Requirements Retail Management: Retail Management Online Training Students who intend to enrol in this Retail Management: Retail Management Training Course must meet the following requirements: Retail Management: Good command of the English language Retail Management: Must be vivacious and self-driven. Retail Management: Basic computer knowledge. Retail Management: A minimum of 16 years of age is required. Career path Retail Management: Retail Management Online Training After completing the Retail Management: Retail Management Course, you will be able to grasp specific knowledge and skills with the highest level of confidence in order to improve yourself and enhance your professional skills such as: Retail Team Leader Sales Producer Service Supervisor Store Manager Warehouse Producer Floor Leader Team Leader Certificates Certificate of completion Digital certificate - Included
With any customer-facing role, there are times when you will find yourself in a difficult situation with a customer that requires a certain set of communication and practical skills to resolve any issues successfully. The Handling Difficult Customers training course teaches learners how to handle difficult conversations as a manager or wider member of the customer service team, guiding you on how to use your body language effectively, master crucial active listening techniques, and stay calm under pressure. Key Topics to Be Covered How to open and close a difficult conversation with a customer Strategies for handling difficult customers and conversations The art of active listening and responding How to ask open and supportive questions The tone of voice and body language techniques Learning Outcomes Learn how to start and close a difficult conversation successfully and with confidence Understand how to use your body language to communicate with customers effectively Enhance your communication skills to ask open and productive questions Learn the art of active listening to be able to engage with the customer fully Demonstrate knowledge of the rules regarding customer service etiquette Build rapport through empathy and learn how to stay calm under pressure Skills You Will Gain Customer service Problem-solving Communication Stress Management Why should you choose the Handling Difficult Customer course with Academy for Health & Fitness? Opportunity to earn a certificate accredited by CPD after completing this Handling Difficult Customer course Student ID card with amazing discounts - completely for FREE! (£10 postal charges will be applicable for international delivery) Globally accepted standard structured lesson planning Innovative and engaging contents and activities Assessments that measure higher-level thinking and skills Complete the Handling Difficult Customer program in your own time, at your own pace Each of our students gets full 24/7 tutor support Course Curriculum: Introduction Topics to be Covered: Introduction - Welcome from Alan Stevens Difficult Conversations Topics to be Covered: Why Are Some Conversations Difficult? Preparation Set-Up and Room Layout How to Start the Conversation Active Listening and Responding Ask Open and Supportive Questions Focus on Facts, Not Personalities Use of Tone and Body Language Exploring Alternative Solutions Handling Challenge How to Close a Difficult Conversation Conclusions Topics to be Covered: Summary - What We've Covered Thank You and Next Steps Assessment Process Once you have finished the learning stages in the course, your abilities will be assessed by an automated multiple-choice question session, after which you will receive the results immediately. Showcase Your Accomplishment of New Skills: Get a Certification of Completion The learners have to successfully complete the assessment of this Handling Difficult Customer course to achieve the CPD accredited certificate. Digital certificates can be ordered for only £10. The learner can purchase printed hard copies inside the UK for £29, and international students can purchase printed hard copies for £39. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Is This Handling Difficult Customers Course Right for You? This course is ideal for those who work in customer-facing roles who wish to develop the fundamental skills to deal with difficult customers efficiently and confidently. There are no specific entry requirements for this course, which can be studied on a part-time or full-time basis. Career path On successful completion, you will have the practical skills and knowledge to provide excellent customer service to all types of customers, take control of difficult situations and resolve problems with professionalism, competency and confidence. You will also have a range of communication skills for dealing with challenging customer-facing scenarios.
Overview If you don't attract your customers, your competitors will. Through developing sales skills, you can build a loyal customer following, beat the competition in business and drive higher revenue growth. This Sales Skills Online Training will teach you modern sales techniques to anticipate customer needs and represent your brand. Here, you'll identify the factors influencing sales growth and learn the hypnotic selling techniques to boost your sales. Then, you'll learn how to create and deliver a successful sales presentation. The course will also introduce you to the marketing concepts that will help accelerate your profits. Finally, you'll learn the communication methods to create strong customer relationships and develop negotiation skills to create win-win situations. Course Preview Learning Outcomes Learn how to develop the best sales growth strategy for your business Understand how to use hypnosis in sales Learn how to structure the perfect sales presentation Develop your skills in sales and marketing Know the importance of communication in selling Discover the negotiation skills to increase profitability Learn the techniques to deal with challenging customers Why Take This Course From John Academy? Affordable, well-structured and high-quality e-learning study materials Meticulously crafted engaging and informative tutorial videos and materials Efficient exam systems for the assessment and instant result Earn UK & internationally recognised accredited qualification Easily access the course content on mobile, tablet, or desktop from anywhere, anytime Excellent career advancement opportunities Get 24/7 student support via email What Skills Will You Learn From the Course? Sale growth Sales presentation Marketing Communication Negotiation Who Should Take this Sales Skills Online Training? Whether you're an existing practitioner or an aspiring professional, this course is an ideal training opportunity. It will elevate your expertise and boost your CV with key skills and a recognised qualification attesting to your knowledge. Are There Any Entry Requirements? This Sales Skills Online Training is available to all learners of all academic backgrounds. But learners should be aged 16 or over to undertake the qualification. And a good understanding of the English language, numeracy, and ICT will be helpful. Sales Skills Online Training Certification After completing and passing the Sales Skills Online Training successfully, you will be able to obtain a Recognised Certificate of Achievement. Learners can obtain the certificate in hard copy at £14.99 or PDF format at £11.99. Career Pathâ Sales Skills Online Training provides essential skills that will make you more effective in your role. It would be beneficial for any related profession in the industry, such as: Sales Representative Account Manager Account Executive Marketing Coordinator Marketing Director Marketing Manager Module 01: Introduction to Sales Introduction to Sales 00:23:00 Module 02: Sales Growth Sales Growth 00:23:00 Module 03: Sales Hypnosis Sales Hypnosis 00:20:00 Module 04: Sales Presentation Sales Presentation 00:18:00 Module 05: Sales and Marketing Sales and Marketing 00:26:00 Module 06: Leverage and Limitations Leverage and Limitations 00:17:00 Module 07: Communication Skills Communication Skills 00:20:00 Module 08: Sales Negotiations Sales Negotiations 00:28:00 Module 09: Dealing with Customers Dealing with Customers 00:27:00 Module 10: Handling Objections Handling Objections 00:18:00 Module 11: Tips and Tricks for Sale Tips and Tricks for Sale 00:18:00 Assignment Assignment - Sales Skills 00:00:00 Order Your Certificates and Transcript Order Your Certificates and Transcripts 00:00:00
