Handling a Difficult Customer lunch and learn talk in South Africa
Welcome to our Handling a Difficult Customer lunch and learn talk in South Africa! Join us for a practical session on how to effectively manage challenging customer interactions and turn difficult situations into positive experiences. Whether you’re in customer service, sales, or any customer-facing role, this talk will provide you with valuable insights and strategies for building rapport, defusing tensions, and resolving conflicts with confidence and professionalism.
In this talk, we’ll explore the common challenges of dealing with difficult customers and how to respond to them effectively. Learn how to empathise with customers’ concerns, communicate assertively and empathetically, and find win-win solutions that satisfy both the customer and your organisation.
Talk Objectives:
- Understanding Difficult Customer Behaviour:
Gain insights into the common triggers and motivations behind difficult customer behaviour, and how to identify and respond to different types of difficult customers effectively. - Managing Emotional Reactions:
Learn techniques for managing your own emotional reactions to difficult customers, including staying calm, maintaining professionalism, and avoiding escalation of conflicts. - Practising Active Listening:
Discover the importance of active listening in diffusing tensions and building rapport with difficult customers, and how to demonstrate empathy and understanding through attentive listening and reflection. - Empathising and Validating:
Explore strategies for empathising with customers’ concerns and validating their feelings, even when you cannot immediately resolve their issues, to build trust and rapport. - Setting Boundaries and Expectations:
Learn how to set clear boundaries and expectations with difficult customers, assertively communicate your organisation’s policies and limitations, and manage customer expectations effectively. - Offering Solutions and Alternatives:
Discover how to explore options and alternatives with difficult customers, identify win-win solutions that address their needs and concerns, and negotiate mutually satisfactory outcomes. - De-escalating Conflict:
Explore techniques for de-escalating conflict and defusing tense situations with difficult customers, including using calming language, finding common ground, and seeking agreement on next steps. - Resolving Complaints and Providing Closure:
Learn how to effectively resolve customer complaints and issues, follow up on resolutions to ensure satisfaction, and provide closure to difficult interactions with professionalism and empathy. - Seeking Support and Self-Care:
Discover the importance of seeking support from colleagues or supervisors when dealing with particularly challenging customer interactions, and practising self-care and stress management techniques to maintain resilience and well-being. - Learning from Difficult Interactions:
Reflect on lessons learned from difficult customer interactions and how they can inform improvements in processes, policies, and customer service practices to prevent similar issues in the future.
Ready to enhance your customer service skills and confidently handle difficult customer interactions? Register now to secure your spot at this valuable lunch and learn talk!
Don’t miss this opportunity to learn from customer service experts, share best practices with peers, and gain the knowledge and confidence you need to turn challenging customer interactions into positive outcomes.
More Information:
Duration: 60 minutes
Fees: $1299.97 USD $679.97 USD
For more information, please contact us at: contact@knowlesti.co.za
To register for this discussion, please fill out the form below.
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