The
more prepared we are to deal with others “out of control,”
the less often we will meet them.
Angry
or irate customers are something that almost everyone has to deal with
at some point. This program
is designed to give participants the tools and techniques for listening
to angry customers, effectively dealing with aggressive behavior, taking
criticism, and saying “No.” Ultimately,
participants will learn how to provide better customer service.
Learning Objectives
-
Learn when, why, and how to listen
to angry customers.
-
-
Understand and demonstrate
techniques for taking criticism from customers.
- Learn
how to give feedback and say “No” when necessary.
Audience
All employees that work with customers,
internal or external, can benefit from this course.
Course Outline
Dealing with Conflict
and Criticism
 |
Listening to angry customers
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Communication tools and processes
|
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Listening exercises
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Dealing with aggressives
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Two skills for taking criticism
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Absorbing criticism
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Examples of “fogging”
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Clarifying criticism
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Examples of clarifying criticism
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Parachute
for emergencies |
Giving
Feedback and Saying "No"
|
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One-on-one interactions – a four
phase approach
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Situation Planner for application
case
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Resolving different points of view
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Videotaped
role plays |
Program Format- 1
Day
This
program uses behavioral objectives, demonstrations, skills practice, and
reinforcement. The course
instructor presents the major learning points, leads a discussion on the
advantages of the skill, and demonstrates the skill.
Participants then practice the skill through videotaped role-play
situations, group cases, and exercises.
The maximum class size is 20, but for optimum results 12-16
participants is ideal. |
