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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

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