Handling Customer Conflict
Dealing with angry
customers is always difficult. Often, we
are tempted to simply hand them off to
someone else, or to offer them a lame
promise in order to placate them. What
if there was another way; a way that was
less stressful, more effective, and
much, much easier?
In our two-hour sales training workshop,
Handling Customer Conflict, you
will acquire all the skills to transform
irate customers into first rate
customers. This highly interactive
customer relations seminar will help you
identify and resolve customer complaints
in an easy, positive way. Our senior
level sales training instructors know
what it is like to deal with unhappy
customers, and they will coach you
through a set of proven strategies to
empower you to defuse these delicate
situations. During the workshop, you
will receive hands on practice in using
a complete set of tools to equip you to
resolve client conflicts swiftly and
smoothly.
On-Site Training: can be tailored to the needs of
client organization and delivered on-site at time and location
of client choice.
Objectives:
Participants will learn to:
-
Develop effective
active listening skills to gain a
better understanding of client
issues.
-
Follow the 3 F’s
formula to conduct a successful
conflict resolution conversation
from start to finish.
-
Incorporate
mirroring techniques to establish
trust and confidence.
-
Ask the right open
and closed-ended questions to
clarify conflicts and disputes.
-
Institute trial
statements to generate non-linear
solutions.
-
Use client
objections to open additional sales
opportunities.
-
Use the Reframing
process to defuse aggressive
attitudes.
-
Analyze experiences
to synthesize new conflict
resolution strategies.
For more information and pricing, please
complete
this form and we will email you a confidential Annotated
Outline that will provide you with an hour by hour description
of this training seminar.
|
Class Size: |
8-20 (Please
note that we can increase the class size for private
seminars) |
|
Length: |
2 hours |
|
Time: |
Variable |
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