Difficult customers can be one of the most difficult issues for service-based businesses to manage. A difficult customer can cause stress to employees and also cause PR issues that have a long-term negative effect on a brand/business.
In order to mitigate the fall out of difficult customers, we need to learn strategies to respond to them. In order to mitigate the distress of client service employees, we need to cultivate an understanding of why customers are difficult and access empathy for their experience, so that compassionate action can take place.
THE MATERIAL WILL INCLUDE:
Inside the mind of a difficult customer
Understanding my response to difficult customers
Mastering responsiveness, rather than reactiveness.
Self-Care
Basic psychology, neuroscience, and interpersonal neurobiology
Relationship dynamics, triggers, entrainment
Strategies to remain cool calm & kind in the face of difficult interactions
Developing insights into the ways employees can look after themselves during and after difficult interactions.
Who is this training for?
Client & customer service teams who are faced with difficult interactions.