Program Details
Objectives :
- Improve the ability to identify reasons customers complain.
- Identifying types of difficult customers and the strategy to handle it.
- Increase understanding of the distinct ways for people communicating with others in regard to achieve harmony situation.
- Increase the ability to apply empathic communication to open the heart and communication with customers.
- Increase knowledge and skills for effective handling customer complaints.
Outline :
1. Reasons Why Customers Complain
- a. Do You Recognize why Customers Complain?.
- b. Identifying Reasons Customers Complain.
- c. Customer’s Basic Emotional Needs.
2. Type of Difficult Customers
- a. The Talkative Customers.
- b. The Angry Customers.
- c. The Know it All Customers.
- d. The Indecisive Customers.
- e. The Suspicious Customers.
3. Communication Style
- a. Style Identification.
- b. The Four Style of Communication.
- c. Communication Strategy.
- d. Effective Communication.
- e. Managing Conflict.
4. Empathic Communication
- a. Understand Customer’s Situation.
- b. The Three Essential Components.
- c. Empathic Listening.
- d. Empathic Response.
5. 7 Phases to Handle Difficult Customers
- a. Acknowledge of Customer’s Pain.
- b. Identify Customer’s Needs.
- c. Identify Customer’s Basic Orientation.
- d. Explain the Problem’s Background.
- e. Provide Alternatives Solution.
- f. Asking for Customer’s Understanding and Approval.
- g. Provide Clear Information and Follow Up.
6. Role Play
Other Information
Target Participants:
- Agent.
- Senior Agent.
- Team Leader
- Supervisor
Duration : 2 Days Program
