Service Excellence

PROGRAM OVERVIEW

Customers’ expectations are continually changing – and can change at short notice. Given this reality, it is perceivable that Service Providers will encounter difficult customers and difficult situations. Therefore, effective handling of difficult people and situations is central to upholding Service Excellence. This 2-Day “Handling Difficult Customers and Situations” workshop will enable participants to competently manage difficult customers and situations – and enhance Customer Satisfaction and Organisational Success.

LEARNING OBJECTIVES

• State the need for Handling Difficult Customers and Situations in the context of the Organisation’s Vision, Mission and Goals
• Candidly articulate their impressions of “Difficult People”
• Explain the concept of Difficult Customers
• Articulate why Difficult Situations arise
• Explain why Customers exhibit “Difficult Behaviours”
• Express the “Mental Model” for Handling Difficult Customers and Situations
• Describe the different types of Difficult Customers and Situations
• Explain various Strategies for handling different Difficult Situations
• Describe the core skills for Handling Difficult Customers and Situations
• Describe how to apply the 5-Step Technique for Handling Difficult Customers and Situations
• Formulate a Personal Action Plan to Handle Difficult Customers and Situations

PROGRAM CONTENT

Part I: Handling Difficult Customers and Situations – The Journey Begins

• Concept of “Difficult Customers”
• The need for Handling Difficult Customers and Situations in the context of the Organisation’s Vision, Mission and Goals
• Personal impressions of “Difficult Customers”

Part II: Revisiting the Concept of Difficult Customers and Situations

• The concept of “Difficult Customers”
• Reasons why “Difficult Situations” arise
• Separating Difficult Customers and Difficult Behaviours

Part III: Mindset for Handling Difficult Customers

• Mental Model for managing Difficult Customers and Situations
• Different types of Difficult Customers and Situations
• Different Strategies for Different Difficult Customers / Situations

Part IV: Skills for Handling Difficult Customers and Situations

• Power of Empathy
• Diffusing negative emotions
• The magic of silence
• Active Listening – Using the 5 senses
• The power of Positive Body Language

Part V: Techniques for Handling Difficult Customers

• Identifying different types of Difficult Customers
• Identifying different types of Difficult Situations
• Applying the 5-Step Technique for Handling Difficult Customers and Situations

Part VI: Transfer of Learning

• Initiate transfer of learning customised to Workplace Scenarios
• Formulate a Personal Action Plan for Handling Difficult People and Situations