Agenda
Overview
Difficult behavior from customers is at an all-time high. Since the pandemic, intensified emotions and a sense of uncertainty have raised customer expectations to new levels when it comes to conducting business online and communicating with company representatives, no matter what time of day.
Customers want to feel heard and cared about as people. If your company doesn’t go the extra mile to engage with them on a basic, human level, customers will complain or go elsewhere. They will also broadcast their dissatisfaction and departure to the world.
This LIVE, virtual training provides the tools that customer service professionals need to confidently handle today’s challenging customers. With empathy, updated communication strategies and a service-first approach, they’ll learn how to exceed customer expectations and win over even the most difficult customers every time.
Audience
WORKSHOP AGENDA
Program time: 3 hours
Session 1: Master Service Basics to Win Over Difficult Customers
Understand how and why customer expectations have shifted
Describe the elements of good customer service
Discuss what attracts customers and what drives them away
Identify customers’ emotional triggers and know how to avoid them
Recognize the communication skills it takes to win and keep customers
Session 2: Handle Difficult Customers With Confidence
Know how to interact effectively with challenging personalities
Describe the importance of adopting a service-first approach
Identify strategies for winning over dissatisfied customers
Learn techniques for staying calm when customers push your buttons
Explain why it’s important to get to the root of a difficult customer’s behavior
Session 3: Exceed Customer Expectations
Assess your service from every vantage point to enhance customer experience
Explain how to improve automated systems so customers can get what they need 24/7
Identify ways to solicit customer feedback as a means of improving service
Learn listening strategies and how to pay attention to customers online and off
Recognize ways to bring out your personal best