Handling Difficult Customers
Why should your teams attend our handling difficult customers course?
- Are you looking for an engaging & highly interactive ‘handling difficult customers course?
- How effectively do your team manage angry or abusive customer conversations?
- Does their experience affect them for the next half an hour, hour or longer?
- How does this affect the service received by the next customer?
What our Clients Say:
Training was informative and Jacqui was clearly very knowledgeable and passionate. She took note of what was of interest and tailored the course to fit the needs of the audience.
I work with Turner Corner Learning Solutions because of Jacqui’s knowledge and expertise with regards to customer services, and her ability to engage with delegates at all levels to improve performance whether it be remotely or face to face.
The engagement and personalisation offered alongside the clear service experience meant that it was really easy to connect with Jacqui and when explaining our challenges these were understand and addressed when creating the training and this came through in the delivery. Jacqui really understands her clients challenges.
Handling Difficult Customers Course
Duration:1 Day
This ‘Handling Difficult Customers’ course can be delivered virtually or on-site.
It is important that call handlers have the skills to be able to handle difficult calls, so they are able to resolve the customer’s dissatisfaction/complaint in a professional manner, meet their needs and prevent a repeat contact/ongoing complaint. This training will build the skills and confidence of your call handling teams, to ensure they take ownership and deliver an effortless service.
Jacqui Turner
Jacqui Turner is a multi award winning trainer who specialises in customer service training after spending 27 years working within contact centre environments initially as a customer service advisor before moving into management and Training Roles.
As the owner of Turner Corner Learning Solutions, Jacqui has been named within the Top 15 Global CX Influencers in 2024. Turner Corner has also been awarded Best Customer Service Training Provider for 2 consecutive years. Jacqui now helps companies deliver service excellence by developing the skills of customer service teams and Team Leaders
The development of your teams, is in very safe hands.
There is also an option to include Real-Play activities where attendees will have the opportunity to practise applying their skills with our associate trainer and trained actor Andy. Although there is an additional cost for this option to be added, it will add so much value to your team and is far more effective than role-play!
Handling Difficult Customers Course Outline
This is a ‘handling difficult customers’ course, for call handling teams and Team Leaders who are new to the role or require a refresher.
When your teams have attended this course; they will be able to approach all conversations with confidence.
They will know what it takes to deliver an effortless service, which will turn an unhappy customer into a very satisfied and loyal customer.
As a result, your customers will believe that you understand them and that you will want to find the ‘right solution’ for them.
During this course your teams will…
- Analyse your most common causes of customer dissatisfaction and agree ways to take proactive action that will greatly reduce their occurrence.
- Explore the impact of the Perception Ladder and agree ways to avoid it.
- Develop strategies to ensure their mind-set and beliefs lead to positive actions and excellent service delivery.
- Evaluate the impact of words and phrases to create a positive customer experience.
- Explore effective ways of saying sorry, and empathising with sincerity.
- Identify best practices for supporting customers who may be upset and distressed.
- Apply the Turner Corner ‘OPT-IN’ model to deliver a solutions-focused response i.e. responding with what you can do, rather than using words such as ‘unfortunately’, even when you can’t fully meet a customer’s request.
- Be introduced to the ‘WIN’ technique to effectively manage anger, abuse and harrassment.
- Explore effective ways to say ‘No’ and continue to keep the customer’s loyalty.
- Learn how to respond to a customer who asks to speak to a manager and avoid an escalation, by taking ownership.
- Agree ways to handle vexatious customer calls, in line with company policies.
- Develop Emotional Intelligence skills to effectively handle their own emotions and the customer’s.
- Learn how to apply self care, after taking a difficult and distressing call.
- Agree next steps towards improving the service provided to your customers.
The above is an example of typical content, however all our courses are tailored to our clients specific needs.
You choose which topics/objectives you require for your teams
Training can be delivered on site or virtually
Duration of training modules is dependant on experience of teams and identified skill gaps.
Go to our Testimonials to check out glowing reviews from our very satisfied and prestigious clients.
Contact Jacqui on 07834838521 or Email info@turnercorner.co.uk to discuss your requirements and obtain costings or book a Discovery Call using the button below:
