Verbal Victory Half Day
Three Hour Training Program
Be prepared to be challenged
In this intensive training session acquire the skills and tools to professionally diffuse angry, abusive, unhappy and unreasonable people. Improve your quality of life at work by utilising advanced management skills to cope with those 'out of control' customers.
Learn how to stay in a positive state of mind, not take things personally and calmly move those challenging situations towards a positive outcome. Identify essential self-management skills which will remove the chance of conflict and escalation.
You'll interact with fellow participants and brainstorm practical action steps that you can apply in your organisation.
Who will benefit
Especially recommended for all team members who are a first point of contact. Appropriate empathy, listening and outcomes focused phrases will often diffuse and allow you to control the situation. This will enable you to focus on the appropriate procedure to reach a resolution.
Course content:
- Treat complaints as opportunities
- Reasons for customer dissatisfaction
- Effective use of empathy
- Communication barriers
- Behaviours and customer isolation
- Six steps to managing angry customers
- The L A S E R model
- Reactive/proactive language
- Managing various types of customers
- Focus on effective resolution.
- Even faulty goods can be forgiven and loyalty retained provided the situation is handled well.
Course format:
Pre-course self analysis, interactive dialogue, exercises, skills practices, role plays and feedback and a personal action plan.
Certificate presented to each participant on satisfactory completion
Inclusions:
Everyone receives a comprehensive reader-friendly workbook, to refer to during and after the course. Refreshments also provided.
Check back soon.
