Professional Training for Managing Upset Customers

Overview

In a customer-facing business, we may routinely come across customers who are upset and are likely to express their dissatisfaction to the teams managing them. Handling such customers is a unique and much-desired skill for any professional.

The present course helps you with the necessary tips and techniques for working with angry customers. You will learn the methods to hold your own emotional reaction to such events to resolve the issue at hand and make the customer satisfied without creating a spill-over effect on others.

Syllabus

• Introduction to Customer Service Challenges
Understanding Customer Emotions
The Importance of Customer Satisfaction
• Emotional Intelligence in Customer Interactions
Identifying Your Emotional Triggers
Techniques for Emotional Regulation
• Communication Skills for Diffusing Tension
Active Listening Techniques
Empathizing with Upset Customers
Effective Verbal and Non-Verbal Communication
• Strategies for Resolving Customer Complaints
Techniques for Problem Identification
Creative Problem Solving
Providing Solutions and Alternatives
• Maintaining Professionalism Under Pressure
Staying Calm in Challenging Situations
Setting Professional Boundaries
• Techniques for De-escalation
Recognizing Escalation Cues
Steps to De-escalate a Situation
• Building Long-term Customer Relationships
Following Up with Customers
Turning Negative Experiences into Positive Outcomes
• Case Studies and Role Playing
Analyzing Real-World Scenarios
Practice Sessions
• Handling Feedback and Continuous Improvement
Gathering Customer Feedback
Implementing Feedback for Service Improvement
• Closing the Interaction Positively
Summarizing the Resolution
Reinforcing Positive Communication
• Review and Evaluation
Recap of Key Strategies
Self-assessment and Peer Feedback
• Final Assessment and Certification
Practical Application Test
Certification of Completion

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Taught by

ICMI LEARNING

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Subjects

Business