This course helps sales and service providers understand how to approach the more difficult and challenging situations they’ll encounter. It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips participants with a process to help them meet the needs of the most challenging customer.
Click on the icons below to view details of the course in your chosen delivery method.
Module 1 (40 mins) Handling Complaints
Getting to Grips with Complaints
A Model for Successful Resolution
Module 2 (31 mins) Angry Customers
Keeping it Adult
The Angry Customer
Key Learning Outcomes
Once participants have completed this programme, they will be able to handle more challenging situations professionally and calmly. Specifically they will be able to:
- Understand why customers complain – complaints result from your failure to meet expectations - and how to treat complaints as an opportunity to improve.
- Use a systematic 6 step process to resolve complaints.
- Understand Parent, Adult and Child behaviours – recognising those behaviours in customers and controlling their own responses to keep interactions adult and productive.
- Manage an angry customer.
Balance Learning Classroom Resource Packs have been designed to make it easy for trainers and line managers to deliver classroom sessions to help students develop skills and understanding. Each pack includes:
- A Workshop Guide
- Reproducible Student Handouts
- DVD or CD-Rom containing slides and video clips
For more information about our Classroom Resource Packs please click here.
The Customer Service Challenges workshop pack complements both the Complaints and Angry Customers and Demanding Customers courses. The workshop is split into 2 main parts, each of which can be run on a stand-alone basis or as a complete workshop if using the workshop to support both courses.
The purpose of this workshop is to motivate participants to commit to delivering outstanding customer service, learn what the organisation expects from its customer service professionals, and gain self confidence in difficult situations.
Sessions include:
- Introduction
- Handling Complaints and Angry Customers: Getting to Grips with Complaints
- Handling Complaints and Angry Customers: Handling Complaints
- Handling Complaints and Angry Customers: Difficult, Angry and Rude Customers
- Strategies for Challenging Customers: When It’s Not Obvious What They Want
- Strategies for Challenging Customers: Educating the Customer
- Closing Session
Our unique three-step approach is the flexible blend of the above e-learning, CD-Rom or DVD learning with our dynamic classroom techniques and practical workplace activities. Our blended process is flexible and its components can be used in a variety of combinations.
This training blend can be scheduled and automated by our easy-to-use piece of software, The Balance Portal, which has an optional 360° feedback module. Alternatively, online components can be used within a SCORM compliant LMS.
During the Action activities, the emphasis is very much on helping the participant use opportunities within their normal working environment to implement their new knowledge and or skills. They will be building confidence outside the protected environment of the classroom sessions.
Participants are assigned Action Dimension™ Activities at regular intervals via email. This is the trainer’s opportunity to support the participants as they take the knowledge and skills they’ve learned and apply them to real workplace situations.
