Dealing with difficult customers
This programme provides an interactive experience that develops capability in dealing with difficult customers through effective self-management and people handling strategies that demonstrate real customer engagement.
Level
Programme is appropriate for learners at entry, intermediate and advanced levels.
Objectives
- To clarify how difficult customers behave and communicate
- To appreciate how this effects the service provider
- To develop skills in self management
- To identify ways to manage the customer in a customer-centric manner
- To develop a consultative approach that builds partnerships with customers
- To build a range of skills in dealing with difficult customers
- To identify various customer types and how to manage these differently
- To practice learning and receive feedback through simulations
Process Your Experiences – Share experiences of dealing with difficult customers. Identify common themes about difficult customers – high emotional state, not able to reason, repetitive, not listening, etc – differences for different customer types.
Customer’s Perspective – Review what customers complain about, what they want, what works for them, what does not work for them, their priorities / expectations.
Self-Management – Appreciate the effect of difficult customer on the service provider – become emotional / not think clearly. Clarify the need to begin by managing oneself first, then to management the customer. Transactional Analysis (TA) and Emotional Intelligence (EI) as a means to manage one’s state and relationships.
Customer Management – Having managed oneself, the next step is to influence the customer in a customer-centric manner. LEAP FF process – listen, empathy, acknowledge, problem-solve, follow up & feedback. Implications and practice.
Consultative Approach – Mean by a consultative approach to service delivery – service provider as expert (tell) vs. facilitator (ask). Developing a customer-centric approach to work with the customer.
Service Techniques – In the context of the consultative approach – develop skills in communication (3Vs – verbal, vocal, visual), listening, questioning, rapport, influencing, feedback, empathy, problem-solving. Emphasise attitude – positive / can-do / solutions vs. negative / can’t-do / problems.
Customer Types – Explore ways of dealing with different customer types. Communication Styles – doer, actor, friend, thinker. Self-assessment. Flexing personal style to match and influence the customer.
Practice Simulations – Demonstration to model behaviours / techniques – practice learning through simulations based on a variety of practical scenarios.
Options
Programme can be adapted as a 1 day workshop for approx. 8 to 10 learners, with 1 or 2 facilitators, with the possibility of using professional role players.