Conflict Defined:
"Struggle to resist or overcome;
a clashing of views or statements; a contest of opposing
forces; strife; a battle; a state or condition of opposition;
antagonism; discord; clash; collision."
-
WEBSTER'S DICTIONARY |
|
 |
 |
 |
Contact Centre Programs
| We often paint difficult customers
with one brush; they are unreasonable, time-consuming;
unruly; disagreeable and a nightmare to manage.
While this definition may be appropriate in
some cases, it is far too narrow to fit everyone
into. The truth is you may find a customer
difficult to deal with simply because of their
situation, not because of their behaviour.
They may be fearful or reluctant to agree
to a course of action recommended, thereby
only appearing difficult. Even better, they
may simply call to complain about a customer
service issue still yet unresolved, hence
justifying their irate tone. Are difficult
clients and/or situations really that difficult
to deal with? |
|
In this one-day workshop we explore how to effectively
deal with both difficult client behaviours as well
as difficult client situations. We will explore
ways in which to manage our frustration level as
well as our customer. We will learn to apply a process
for diffusing their anger, in order to produce a
satisfied, loyal customer in the end.
Objective:
To understand and apply different strategies in
order to effectively deal with difficult customers
and/or customer situations.
Who Should Attend:
This workshop caters to professionals in sales and
customer service roles. Contact or call centre representatives
will especially benefit from this program.
Learning Outcomes:
- Learn ways to manage your frustration level and
that of your customer
- Gain insight into how and when a customer can
become difficult to deal with.
- Learn when and how to avoid a potential difficult
customer/situation.
- Understand and learn to apply a process for managing
a difficult client to turn them into a happy, satisfied
one.
|
|
|
|
|
