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Empower yourself to expand your role and opportunities. Achieve real and quantifiable returns by building a high level of interpersonal, planning and problem solving skills.


Duration: 3 Days

Lagos Venue

106 Apapa Road beside
Zenith Bank Lagos.

Fee: N75, 000. VAT Incl.

4 - 5 participants: 5% discount
More than 6 ppl: 10% discount

Class Session

9:00am – 4:00pm daily.
(In plant training available upon request)
WEEKDAY CLASSES Aug. Wed 17 - Fri. 19 Nov. Wed 9 - Fri 11

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Course Overview:

When faced with difficult customers or complaints, a natural reaction for many people is to respond aggressively. Others are inclined to withdraw passively. This course will provide you with the skills to have the difficult conversations while making it safe for both yourself and your customer to listen to each other and act on the best decision.

This course is ideal for:

  • Front office staff.
  • Customer care.
  • Sales representatives.
  • Marketers and
  • Sales persons

Learning outcomes:

  • Better recognise your customers' difficult behaviors and understand what may be contributing to them.
  • Learn how to build conversations with your customers or clients that result in win-win outcomes.
  • Know the right type of questions to use at the right time to get the information you need to help your customers.
  • Identify your good and not-so-good listening skills.
  • Deliver bad news to your customers in more positive ways.
  • Respond to complaints with the right emotions for the situation.
  • Have more confidence in resolving your customers' complaints.

Key learning points:

  • 1. What to do when things get difficult - What to do when you start out with positive intentions, but people react with challenging and difficult behaviours.
  • 2. Effective communication equals effective customer service - Great interpersonal communication skill and style is the key to effective communication in customer service
  • 3. Shared goals and mutual respect - Agree, build and connect.
  • 4. Listening effectively to customers - Learn how to listen with your ears, eyes and emotions.
  • 5. Questioning techniques - Seeking information via layering questions and responding with assertive responses.
  • 6. Speaking assertively with customers - In situations where we are dealing with unhappy customers and the wide range of emotions that come with them, we need to be both empathic and assertive.
  • 7. Delivering bad news positively - What to say when you cannot deliver what the customer wants.
  • 8. Why we should welcome complaints - Look at four good reasons for welcoming complaints.
  • 9. Dealing with customers' high emotions - The hardest part about dealing with difficult customer behavior's is dealing with people's emotions.
  • 10. Responding to and resolving customer complaints - The seven key steps to responding to customer complaints.

4. Talking Points:

  • 1. Introduction
  • 2. Handling hostile interactions
  • 3. Things to never do with an irate customer.
  • 4. Identify and neutralize hot buttons
  • 5. Perception matters.
  • 6. Supporting vs Provoking language
  • 7. Offering alternatives and options.
  • 8. Asking close ended questions.
  • 9. How to say NO without saying no.
  • 10. Verbal aikido – application.
  • 11. Measurement & commitment to practice.

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