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DEALING WITH IRATE CUSTOMERS TRAINING COURSE

Barony Consulting Group Limited View more Customer Service training courses
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https://www.hotcourses.com/courses-by-subject/DEALING-WITH-IRATE-CUSTOMERS-TRAINING-COURSE-courses/57429044/

Course description

DEALING WITH IRATE CUSTOMERS TRAINING COURSE:

All organisations will at one point have to deal with irate customers. This is one of the most difficult activates undertaken by any staff member. All customers, even difficult, aggressive or irate customers need to be valued if an organisation is to thrive. Staff who deal with irate customers need to understand their customer’s needs and expectations. At the same time staff need to be aware of the organisation's limitations and need to communicate these effectively in order to reach an amicable solution. The focus of this course is to help staff deal with irate customers in a polite, friendly and positive manner in order to reach a solution that best suits both the organisation and the customer.

Objectives:

To understand the role of the customer service representative when dealing with irate customers
To understand the needs and expectations of irate customers
To promote positive communication
To develop active listening skills

Content:

The Role of Customer Service and Care
Basic Profiles of Irate Customers
The Needs and Expectations of Customers
The Keys to Effective Communication
Overcoming Barriers to Effective Communication
Communicating Limitations To Irate Customers
Strategies to Deal with Irate Customers
Assertiveness Skills
When and How to Hand Over

Additional entry requirements

Open Entry

Training for employers

This course has been specifically designed for companies training their employees.

Course info
Start Date: No future start dates currently available

Location:

London, WC2H 9JQ

Time:

9:30am - 4:30pm

Duration:

1 Day

Attendance:

Part time day

Qualification:

Certificate of Attendance

Level:

BeginnerIntermediateAdvanced

From: £360

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