Customer Experience Training Program - Effective Conflict
This workshop will include an introduction to customer experience training and how to manage difficult customer.
What client questions will it answer?
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Whys is customer service important?
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What is positive communications?
Topics
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Differentiate different learning styles for individuals
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To be able to identify and understand who are their customers
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Defining good customer service
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Delivering a positive experience
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Active listening
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How to deal with difficult, rude or indifferent customers
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Challenging and managing our assertiveness
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managing aggressive behaviour and pacifying disgruntled customers
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leading assertively, including non-verbal aspects of behaviours
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Behavioural styles
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Showing resilience
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Constructive conflict management
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Persuasion and influence in managing conflict
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Emotional intelligence
What is the format?
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Half-day workshop