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Rude Angry Customers?
Conflict Management |
Win the situation and Keep the customer!
Our irresistible Offer:
Our Workshop works - or your
Money back
Goals/Benefits: After completing this Workshop, participants will be able to
effectively manage a conflict situation with customers.
Background: Levels of aggression, frustration, impatience and hostility are
rising in our western societies. Stress caused by overburdened
lifestyles is on the increase. All Frontline staff will need to
be able to cope with upset clients. Regardless of who may be at
fault, it is important for the organisation that team members
handle conflict in an effective manner. By saving the situation
a customer relationship is rescued.
Who should attend: All Team members that are involved in frontline management and
customer care. We recommend that Management also attend. This
will ensure that everyone understands the Conflict Management
policy and procedures clearly.
Content: This workshop builds from basic skills learned in F&Co’s
Customer Service Seminar.
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Understanding Hostile and Abusive
Behavior
What angry people need and want
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Defusing the situation and the customer
Deal with the feelings first
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Practicing Self Control
Know yourself
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Getting off to a good start
Greeting – Posture – Eye contact
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Using the right words
Cooperative language
- Tools
Acknowledgement / Empathy / Listening
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Understanding and using body language
Stand up and be counted
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Using your boss
A third party can help
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Problem Solving
Alternatives, information,
suggestions.
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Being assertive vs. passive or
aggressive
Setting Limits
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Advice for Managers and Supervisors
Role Models
- Special Situations
Telephone, Audience
Duration:
4 Hours
Price:
$2500.00 / based on 10 participants
Documentation:
Each attendee will receive a comprehensive Workbook
Registration:
Please email your enquiry to:
gfeickert@gmail.com
or
call Gerald on 02 4934 5548
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