MANAGING PROBLEM CUSTOMERS
This course builds on the principles delivered in the ‘Customer Service Excellence – The Fundamentals’ course and provides specific tools and techniques for identifying and dealing with problem customers.
It will show that by accepting and embracing these customers in a courteous and professional manner that business outcomes can be achieved to the satisfaction of both parties.
Participants will be able to develop and practice the skills to support any business change required to manage this customer type.
The course is one of a number of ‘mix and match’ one-day training events which can be attended separately or in the grouping of your choice.
Features include: Why do customers become Problem Customers? Specialised people skills and teams, customer retention and churn, managing problem customers, managing personal stress, proactive identification and management, the Internet and customer expectations, the empathetic approach
Course synopsis
