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Course Description

Not every encounter with a customer follows a smooth path. There are some customers who can challenge the skills of the most dedicated service provider. These challenges are opportunities - to exceed customer expectations and create customers for life.

Demanding Customers guides sales and service providers through a series of scenario based option paths. This will show the participant how to manage an angry customer, understand why a customer might be shy and help an undecided customer come to a decision. It will help to deal with a customer who isn’t right, but who is a customer, and who – with skill – will still be one in the future.

Course Topics

Module 1 (22 mins) Strategies for Challenging Customers
Introduction
The Uncommunicative Customer
The Uninformed Customer

Module 2 (24 mins) Strategies for Challenging Customers
The Wrong Customer
The Rude Customer
The Undecided Customer

Key Learning Outcomes

Once students have completed this programme, they will be able to handle more challenging situations professionally and calmly. Specifically they will be able to:

• Understand why a customer might be shy.
• Help an undecided customer come to a decision.
• Deal with rude customers.
• Educate an uninformed customer and create additional customer loyalty in the process.
• Deal with a customer who isn’t right, but who is a customer, and who - with skill will still be one in the future.

Special Features

A variety of sales and service scenarios demonstrate good and bad practice and are designed to catalyse discussion and debate between participants.