Handling Difficult Customers Workshop

Handling Difficult Customers

I serve, therefore I am.

A comprehensive one day skill ­building workshop on the what, how and why of handling
difficult customers.

OUTCOMES

By the end of the workshop, you should be able to

predate and develop a mindset shift that focuses on the ‘customer’ instead on the complaint. learn to firefight with a problem solving framework without wallowing in flames yourself.
use a mix of pacing and assertiveness to maintain sanity and self esteem in the face of abuse or outrageous demands. learn to not expect gratitude in the short term. Or even in the longer term and be okay with it.
learn not to answer rhetorical questions, to listen to understand and empathize before you educate understand why ‘ i don’t know’ is never acceptable and solutions often lie in ‘between’ the two extremes.
engage, involve audiences of all hues and kinds. learn to identify the different types of difficult customers and adopt an appropriate strategy.
learn to say ‘no’ with a yes by understanding how trigger words like ‘no’ and ‘but’ create pain in the listener’s mind. understand and internalise that its not personal whether or not its intended to be so.
learn to separate the ball from the player; the demand may be wrong, the person isn’t.

What?

A comprehensive one day skill­ building workshop on the what, how and why of handling difficult customers. Customer service is amongst the most stressful and thankless jobs and that’s to speak nothing of dealing with angry customers. Learning to handle, manageand placate unreasonably demanding clients is as much a functional as a survival skill.

How?

The pedagogy adopted is a proven and powerful mix of concepts, experiential learning and real time skill building. The internet is littered with an endless stream of ‘secrets’ & ‘tips’ for dealing with difficult customers. Well, the secret is that there is no secret. What works phenomenally well for one person simply doesn’t cut it for someone else. The idea is to identify and build on one’s own strengths and consciously and consistently work on development areas.

Why?

Because whilst the customer may not always be right, it is never right to tell him that he is wrong. Because most well meaning efforts to appease and assuage a fuming customer end up flaring the situation further.Because expectations have given way to entitlement. Because awareness + internalisation = intelligence.

Who?

People who wish to develop a problem solving framework & maintain their self esteem in the face of vitriol, abuse and unreasonable demands. Customer facing frontline staff, escalation managers, team leads, firefighters in general. (Limited to 20 people)

When & Where?

Bangalore – 24th September

Chennai– 1st october

Mumbai- 8th October

Delhi 15th october.

Investment?

Inaugural pricing of 9999/one day workshop. Includes a knowledge toolkit and a one­-on-one session post the workshop. Exclusive of taxes.

Note: We follow a full on­ the­ spot refund policy in the event of the individual being dissatisfied with the workshop.

RSVP/ How can I register?

Registration is easy and simple : You can call us at 91 ­ 98846­46392, or write to us at

hr@thegamechanger.in or visit our website : www.thegamechangers.co.in

Session outline

Day 1

  • Context Setting
  • Understanding the conscious, subconscious & pre conscious brain
  • Eleven Essential Interviewing Skills:
  • Context
  • Breathe. Speak. Pause.
  • Listen to Understand.
  • Probe
  • Devil’s Advocate
  • Manage Expectations
  • Equanimity. Poise
  • Digress
  • Unhurried pacing
  • Professional & Personal
  • It’s not about you

Day 2

Communication Styles & Job Roles:

  • Need for Action
  • Need for Appreciation
  • Need for Approval
  • Need for Accuracy
  • Matching styles with roles

Transactional Analysis as a tool:

  • Parent Ego State
  • Adult Ego State
  • Child Ego State

Cognitive Errors in Interviewing:

  • Projection; Stereotyping
  • Halo Effect; Rhetorical Questions
  • Familiarity Bias; Taking Over
  • Central Tendency; Overselling

Action Planning:

  • identify three clear competencies to be worked upon
  • make a specific and measurable list of ‘to­do’ things with deadlines
  • do a round feed forward with the other participants of the workshop.

Two interview simulations ­ one at the beginning and the other at the end ­ to showcase needle movement will be given to the participants in DVD format for their reference and understanding.

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