Aims & benefits
After the workshop, participants:
- Will know the causes of difficult customer behavior and techniques for dealing with them.
- Will be able to apply assertive techniques in dealing with customers and know how to calm their emotions.
- Will understand their rights and responsibilities in handling difficult cases (conveying refusals, giving negative answers or postponing the conversation, etc.).
- Know the standards of professional customer contact.
- Knew how to effectively manage the needs of callers in the contact.
- Understood their role in the process of professional service and the purpose of their work.
The main objective of the module will be the formation of the ability to manage a difficult situation and the attitude of a stress-resistant professional consultant, understanding his own emotions and those of the client, giving himself space to find the best solution and maintaining a positive relationship with the caller.
Agenda
TRAINING PROGRAM:
- Negative emotions and stress management:
- Control of negative emotions,
- Emotional distance,
- Defining the stressful situation and managing the stress,
- Consultants rights and responsibilities.
- Difficult situations management
- Aggression and submission vs.assertive behavior,
- Dealing with the attacks of the interlocutor: nervousness, criticism, blackmail,
- Extinguishing the client’s emotions: dialogue based on facts, argumentation,
- Communicating negative information vs. a positive relation with the interlocutor,
- Assertive models and techniques.
- Professional customer service – goals and role
- Meaning of professional customer service – the highest standard,
- Who my client is – the right attitude,
- Who am I to the client – a professional image.
- Customer needs and expectations
- Customer satisfaction triangle – professional service expectations,
- Cassification of needs – diagnosis of procedural, emotional and substantive areas,
- Recognizing needs – skillful questioning and paraphrasing,
- Response to the needs – adjustment of communication and substantive message.
- Effective communication
- Building an understandable message – vocabulary, black phrases, useful language tricks,
- Operating with the tone of the voice – the pace of expression, body posture, facial expressions, silence management,
- Building a dialogue – asking questions, active listening, paraphrasing,
- The conversation control – effective conversation scheme, key points, noises.
- Difficult customers psychological basis
- Profile and definition of a difficult client.
- Why clients get difficult.
- Clients hidden goals.
- Identifying and resolving complaints.
- Case study and practice
TRAINING PROGRAM:
- Negative emotions and stress management:
- Control of negative emotions,
- Emotional distance,
- Defining the stressful situation and managing the stress,
- Consultants rights and responsibilities.
- Difficult situations management
- Aggression and submission vs.assertive behavior,
- Dealing with the attacks of the interlocutor: nervousness, criticism, blackmail,
- Extinguishing the client’s emotions: dialogue based on facts, argumentation,
- Communicating negative information vs. a positive relation with the interlocutor,
- Assertive models and techniques.
- Professional customer service – goals and role
- Meaning of professional customer service – the highest standard,
- Who my client is – the right attitude,
- Who am I to the client – a professional image.
- Customer needs and expectations
- Customer satisfaction triangle – professional service expectations,
- Cassification of needs – diagnosis of procedural, emotional and substantive areas,
- Recognizing needs – skillful questioning and paraphrasing,
- Response to the needs – adjustment of communication and substantive message.
- Effective communication
- Building an understandable message – vocabulary, black phrases, useful language tricks,
- Operating with the tone of the voice – the pace of expression, body posture, facial expressions, silence management,
- Building a dialogue – asking questions, active listening, paraphrasing,
- The conversation control – effective conversation scheme, key points, noises.
- Difficult customers psychological basis
- Profile and definition of a difficult client.
- Why clients get difficult.
- Clients hidden goals.
- Identifying and resolving complaints.
- Case study and practice
Experts
THE TRAINING METHODS
Activity Based Learning
The training follows the Kolb cycle and the ABL method (Activity Based Learning).
Workshops
Participants take part in activating exercises preceded by the necessary theoretical introduction.
Feedback
Participants have the opportunity to self-diagnose and receive feedback from the trainer.
Full activation
The trainer presents knowledge using 3 channels of information transfer - sight, movement, hearing.
Discussion
Discussion panel, group and individual exercises, presentation, role playing, case studies and review films.
Opinions
The most useful/interesting parts of the content from the training:
„The role plays and the cases where we were putting in practice what we have learnt during
the theoretical parts of the training.”
„How to structure a response to the client. How to manage the emotions.”
„Examples of how to communicate with the client, theoretical part.”
Oceny dla tego szkolenia:
Oceń to szkolenie:
Clients
Trener przeszkolił z powyższego tematu pracowników takich firm jak: BSI Group Polska Sp. z o.o..
Organizational informations
How do we prepare our training projects?
Analysing your training needs
Verification of your training aims
Creating a training programme
Logical & administrative settings
Realization of the project
5 reasons you should pick our training:
1. Based on deeply analyse of your training needs, we will recommend you best trainer and programme offer.
2. Through the whole project, there’s gonna be an account manager to take care of your needs.
3. Participants will get all the necessary training materials in very attractive form.
4. We guarantee using variety of training methods through the whole project.
5. Your project will be closed with after training report containing evaluation and reccomendations for the future.
Have questions?
Contact us:
18 Widok St, Apt 2,
00-023 Warsaw
(22) 224 21 95
603 906 655
biuro@humanskills.pl
You might also like
Not sure if it is a training for you?
Rely on our experience and ask for a free consultation:
(22) 224 21 95
Call us
biuro@humanskills.pl
Write an e-mail
