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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
Professional Customer Care
By Dickson Training Ltd
Any team member with Customer interaction (including internal) are the 'Ambassadors' of the company/organisation. If they project positive professionalism - they win others' confidence. If they appear or sound like they are in any way indifferent or unprofessional - they will cost sales and lose clients/customers. With this 2 day Training course, that will be tailored to your company/organisation, each person attending will upgrade their professional standards in people skills, telephone manner and email etiquette. No training in this area may well be a false economy as there is a much greater risk of disenfranchised customers and team members - and probably increases your competitors to win business at your expense. Professional customer care is all too frequently regarded as a token issue in most induction sessions for employees. Surprisingly it is very rarely considered as a key priority, despite being essential for ensuring customer commitment is secure and supplier/partnerships are robust. Excellent customer care is paramount in our ever increasingly competitive market and making customers feel valued and looked after is often a differentiator. This 2-day course will help you understand your customers and the vital importance of customer care in any organisation. You will gain the tools and techniques to apply your learning directly back into the workplace and deliver excellent customer care. Course Syllabus The syllabus of the Professional Customer Care course is comprised of four modules, covering the following: Module One What is Excellent Customer Care? Internal versus external customers Why customer care is important Meeting customer expectations Module Two Making a Personal Difference How do you measure customer care? Making a difference Taking ownership Positive mental attitude Displaying professionalism both face-to-face and over the telephone Using positive language Module Three Gathering Information and Offering Solutions Asking the right questions Active listening skills Summarising and clarifying skills Module Four Dealing with Difficult Situations How to give a 'service' no Demonstrating empathy Assertiveness techniques Handling a complaint Problem solving Saying 'sorry' Making realistic promises and keeping them Real Play Scenarios with a Professional Actor (Optional Extra) This programme benefits significantly from our innovative training feature: Real Play. Using a professional actor who performs role plays as different customer characters in carefully devised situations, the delegates have the opportunity to 'pause' the role play to coach and control their character to improve their skill sets and practice the theory delivered. These scenarios can deal with difficult situations and enacting options to ensure good customer relations are intact. The outcome of the scenario is the responsibility of the delegates, not the trainer and actor. The actor will remain in character throughout the de-brief in order to bring to life the impact and possible next steps. Objectives By the end of the course participants will be able to Adopt a professional telephone manner Communicate assertively by taking control and directing the conversation Deliver information positively by offering options and alternatives Develop a range of versatile behaviours to use when dealing with difficult situations by: Listening actively Using empathy Gathering relevant information through effective questioning Finding solutions to concerns/problems quickly and efficiently Speaking positively and assertively What Is The Benefit? For individuals this course will increase confidence and ability to deal with customers in all situations, which will in turn create customer loyalty and raise their profile. For an employer, ensuring that all customer facing employees are demonstrating excellent customer care instils confidence in the customers and promotes a positive image of the company. In-House Courses Every single team member or employee that has a role which involves engaging with a customer, client and/or a key partner/supplier has a responsibility for projecting a positive image of the organisation which they represent. That may sound obvious, but how many hundreds of experiences have you had as a customer where you were treated with indifference and a distinct lack of professionalism by the receptionist, the retail assistant, the tele-agent, the delivery person, the credit controller or the departmental manager of the operation that you were dealing with? Far too many to count? This is because professional customer care is regarded as a token issue in most induction sessions for employees - and it is very rarely considered as a key priority to ensure customer commitment is secure and supplier/partnerships are robust. Yet the hugely expensive churn in customer/client commitments and staff is enormously expensive and immensely disruptive to any organisation. The Importance of Customers and Clients Every client/customer engaging person needs to recognise that it is ultimately the client or customer that pays their wages. If they gain a basic understanding of the clients' motivations and behaviours, coupled with some core skills in how to care for them, they will attain the status of 'professional'. This will very quickly translate into increased revenues, retained loyalty, high commitment and far greater security for all parties. The foundation has to be based on the authentic commitment to both the customer and also to the organisation they work for. Disenfranchisement readily curdles into sloppy behaviours cloaked in unprofessional attitudes and demeanours; plenty there to repel the most loyal of customers. If your company or organisation relies on repeat business and retaining the confidence and commitment of your clients, then all of your team members - perhaps including managers who set the example and have the biggest influence on the where the needle points to in relation to professionalism - need to be trained on the core basics of professional customer care. Customer Care Programmes from Dickson Training Ltd We are delighted to boast about the many successes we have had in providing effective and long lasting improvements for many clients, where awards have been won and, more importantly, talent has been retained because their clients and customers keep on coming back. Professional customer care extends to suppliers and partners that you value and need to get the best service and rates from, as well as any 'internal clients' such as other departments where you need to rely on their support and collaboration in order to achieve your goals. It is amazing what effective professional customer care training can do for any organisation. Without it your organisation may be vulnerable, with it you are much more likely to see increased performances and much greater security and growth. Scheduled Courses Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.
Unlock Your Academic Potential with Assignment Help Online
By david hude
This article explores the advantages of Assignment Help Online, highlighting its importance for students dealing with time constraints, difficult topics, and balancing multiple responsibilities. It covers how these services provide professional assistance and tips on selecting the best platform for your academic needs. The FAQ section addresses common queries regarding the service.
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Managing and Improving Customer Service Process
By OnlineCoursesLearning.com
Overseeing and Improving Customer Service Process Certification Business achievement relies upon consumer loyalty. A business may accept that it is doing admirably through expanding deals and benefits, however its consumer loyalty insights may recount an account of unrealised potential. In the event that your consumer loyalty appraisals are not in the higher section, your primary concern isn't pretty much as solid as it very well may be. This course shows that client care is an essential factor in business achievement and gives the educating to assist your workers with interfacing clients, with the most significant levels of administration and care. Better guidelines of client care bring about incredible consumer loyalty, which, thus, brings about client dedication, notoriety upgrade and expanded benefits. The course additionally covers the investigation and measurements of consumer loyalty, so it is reasonable not just for group pioneers and chiefs of client confronting staff yet in addition information examiners, work study staff and ranking directors, who need to set or comprehend the consumer loyalty picture for the business. What's Covered in the Course? Colleagues will cover the accompanying subjects in this course: Why great client care is so significant and useful, both for the client and the business; Step by step instructions to improve client assistance, utilizing input from clients in a successful way; The most effective method to gauge client faithfulness in an unmistakable manner, so it tends to be used to support the business; Step by step instructions to break down and improve the current client assistance cycles and methods, to support both the clients and the business; Why the nature of client care assumes a major part in the client's impression and experience of the business and how to accomplish a great assistance; Step by step instructions to deal with client assistance issues viably and with a positive goal for everybody included; Manners by which to reliably create and improve the client assistance measure; Why a client care structure is subject to criticism and checking of frameworks and cycles; What administration level arrangements are and how to create them, so they work for both the client and the business. What are the Benefits of the Course? This course has key advantages for staff who are associated with setting client care cycles and methodology, as follows: The most effective method to construct, execute and deal with a consumer loyalty structure; The powerful estimation of consumer loyalty; Instructing staff about the recognizable proof of upgrades in client support cycles and strategies; It is instructed in modules, can be concentrated deftly and is accessible on the web, open by any gadget with a web association; Full online help.
Overview This course is incredibly elegant to feed psychological feature feeling and confidence needed in an everyday work state of affairs so as to run the team and organisation to attain sensible results. it'll facilitate building your trust and loyalty and enhance your skills and your behaviour additionally it'll facilitate setting objectives, motivating and communicating together with your folks.
Certified Kanban System Design – KMP I - 17-19 December
By Tom Reynolds
Attend our world class Kanban University accredited Certified Kanban System Design training course and learn to implement Kanban in your company
Overview The modern buyer is more knowledgeable and savvier than ever before. By taking a collaborative approach with the buyer and developing solutions, instead of relying on outdated sales tactics, professional sellers can create real value for clients and subsequently close more deals. Learn the solution selling method, and find out how to shift the emphasis from product features to the customer. By understanding how to implement the solution-selling methodology, you can create natural and pressure-less sales interactions that accelerate revenue growth and improve customer loyalty
The mission of every business is to create and retain customers. Understand the ten ways to create brand loyalty and implement the six F's strategy to exceed customer expectations. Learning Objectives Apply ten ways to create brand loyalty, Identify the six F's for exceeding customer expectations Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams
Customer satisfaction and loyalty are the most important factors in creating long-term business growth. Discover how to get quality feedback and how to work through criticism. Objectives of many customer satisfaction surveys look to measure three core indexes: satisfaction, loyalty, and value. Learning Objectives Describe how to get quality customer feedback, Respond appropriately to customer criticism, Explain how to "Take the HEAT" in difficult situations, Implement one question to grow your business Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams
Customer Service
By Nexus Human
Duration 1 Days 6 CPD hours This course is intended for This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits. Overview In this course, you will explore the background and techniques of customer interactions. You will: ?Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel. ?Identify the major trends in customer service today and the combination of criteria required for customer satisfaction. ?Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions. ?Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers. ?Identify remote customer service communication channels and apply remote customer service best practices. ?Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues. ?Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation. As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions. Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company?s bottom line and make a customer?s life a little easier. 1 - Understanding Customer Service Describe Customer Service Benefits Recognize the Importance of Internal Customer Service Identify How Customer Service Benefits You Excel with Customer Service 2 - Identifying How Customers Define the Success of Your Company Recognize Trends in Customer Service Identify Criteria for Customer Satisfaction 3 - Increasing Customer Satisfaction Identify Characteristics of the Personal Touch Create Lasting Positive Impressions on Your Customers 4 - Providing Face-to-Face Customer Service Identify Categories of Face-to-Face Contact Understand the Critical Success Factors in Face-to-Face Customer Service Identify the Characteristics of Active Listening 5 - Providing Remote Customer Service Identify Remote Customer Service Communication Channels Apply Remote Customer Service Best Practices 6 - Engaging Difficult Customers Serve Difficult Customers Manage Angry Customers Deal with Difficult or Unhelpful Colleagues 7 - Increasing Customer Loyalty Optimize Moments of Truth Recognize the Value of Customer Complaints Identify the Stages of the Service Recovery Process
Professional Certificate Course in Advanced Strategies in Customer Relationship Management in London 2024
(261)By Metropolitan School of Business & Management UK
This course embarks on a journey through advanced strategies in Customer Relationship Management (CRM), exploring pivotal concepts and methods essential for effective implementation. Upon successful completion, participants will gain proficiency in the following areas: Explore CRM models driving loyalty and engagement to shape successful customer relationships. Delve into managing interactions, fostering enduring relationships via empathetic communication and issue resolution. Uncover the customer lifecycle stages, gaining insights into navigation and optimization from awareness to loyalty. Explore CLV's (Customer Lifetime Value) importance, its calculation, and leveraging for strategic business decisions. This course delves into advanced CRM strategies, including diverse models fostering loyalty and engagement. It covers managing interactions, navigating customer lifecycles, and leveraging Customer Lifetime Value (CLV) for strategic decision-making. This course delves deeply into CRM strategies, including advanced models, customer interaction management, and customer lifecycle value, aiming to equip professionals with vital skills for business success. VIDEO - Course Structure and Assessment Guidelines Watch this video to gain further insight. Navigating the MSBM Study Portal Watch this video to gain further insight. Interacting with Lectures/Learning Components Watch this video to gain further insight. Exploring Advanced Strategies in Customer Relationship Management (CRM) Self-paced pre-recorded learning content on this topic. Exploring Advanced Strategies In Customer Relationship Management Put your knowledge to the test with this quiz. Read each question carefully and choose the response that you feel is correct. All MSBM courses are accredited by the relevant partners and awarding bodies. Please refer to MSBM accreditation in about us for more details. There are no strict entry requirements for this course. Work experience will be added advantage to understanding the content of the course. The certificate is designed to enhance the learner's knowledge in the field. This certificate is for everyone eager to know more and get updated on current ideas in their respective field. We recommend this certificate for the following audience. CRM Manager Relationship Marketing Manager Customer Experience Manager Sales Operations Manager Customer Retention Specialist Business Development Manager Account Manager Customer Success Manager CRM Implementation Consultant Marketing Automation Specialist Average Completion Time 2 Weeks Accreditation 3 CPD Hours Level Advanced Start Time Anytime 100% Online Study online with ease. Unlimited Access 24/7 unlimited access with pre-recorded lectures. Low Fees Our fees are low and easy to pay online.
Sports Marketing
By RapidEDX
Sports Marketing course will teach you how to use marketing principles to gain a better understanding of the sports industry and how to capitalize on it.
