6 Simple Steps in Handling Tough & Demanding Customers Over the Phone

6 Simple Steps in Handling Tough & Demanding Customers Over the Phone


Course Information

Start Date 04 Jun 2024, Tue
Start Date
End Date04 Jun 2024, Tue
Time9.00am to 5.00pm
Mode
FeeSGD 635.00 (excluding GST)
Contact Rina | 6720 3333 | training.aventis@gmail.com
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  • Overview

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Importance of Effective Telephone Skills

Dealing with angry customers is the most unpleasant part of customer service. It takes all the joy out of the job for most people. It makes them forget all they know about how important customers are for their business and it becomes a cause of ongoing frustration. These challenges are commonly faced not just by the front-line staff but also managers or team leaders who are required to manage the escalated complaints from customers. How do we deal with difficult customers who demand an immediate answer and simply refuse to hang up? Ignore them and run the risk of it exploding, but yet, we can’t simply give in to every single demand of the customers.

Why let someone else’s bad attitude ruin your day?

So what can we do? Let Communication Coach Ms Caroline Dawson arms you with all the tools and tactics you need to handle all kinds of difficult customers – to make your life less stressful and a great deal easier. In this 1-day workshop, you will learn the telephone skills to handle all calls effectively and professionally

  1. Understand what makes difficult people tick and how best to handle them
  2. How to handle demanding customers that are sapping your time and energy into satisfied customers
  3. Essential techniques to maintain your professionalism in handling difficult conversations over the phone
  4. How to turn their negative feedback and complaints into new opportunities
  5. Different tips for dealing with different types of difficult customers – hostile, manipulative and the impossible
  6. Develop smart tactics to navigate emotionally-charged situations & pacify these “Problem Child calmly”

Read More: Telephone Skills and Etiquette at Work that Everyone Should Know

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