Managing Difficult Customers

Title of Programme Managing Difficult Customers: The Key to Service Recovery
Brief Description This programme is about training front liners to move challenging telephone conversations towards a positive outcome, enabling them to manage phone rage, irate customers and impatient callers who make unreasonable demands.
  • Describe the stages of conflict
  • Identify the types of difficult customers
  • Describe two techniques to employ in dealing with each type of customers
  • Describe tactics for managing anger
  • Describe the steps for calming an angry customer
  • Differentiate between positive and negative trigger phrases
  • List and describe the steps in effectively saying “No” to a customer
  • Describe an approach to use when the customer does not accept “No”
    for an answer
Duration 2 days
Target Audience All staff working with internal and external customers
Topic Modules Module 1: What’s the Problem?
  • Why handle complaints well?
  • What causes customer anger?
  • The stages of conflict
  • Emotional trigger phrases
  • The communication zone
Module 2: The Fundamentals
  • Active listening
  • Empathise
  • The Feel, Felt, Found technique
  • Not taking it personally
  • The check list
Module 3: Types of Difficult Customers
  • The different types
  • How do you recognise them
  • How do you handle these types of customers
Module 4: Saying No
  • When is it appropriate to so “NO”?
  • The 5 steps of saying “NO”
  • When “NO” isn’t taken for an answer
Module 5: Putting it all together
  • Case study
  • Group presentation and role-play
  • Creating an action plan
This programme will be delivered using the following methods:
  • High impact short lectures
  • Case Study
  • Role-plays and Presentations