Handling a Difficult Customer


Event Details

This event is running from 13 March 2017 until 11 June 2018. It is next occurring on June 12, 2017 8:30 am

  • Venue: Johannesburg (Sandton), Pretoria, Durban, Cape Town
  • Categories:
  • Upcoming Dates:

Introduction: Handling a Difficult Customer Training Course

Wouldn’t the world be a awesome place if every customer was a pleasure to deal with? We all know that is a fantasy land. So Exactly What is the best way to handle a Challenging customer? By Utilizing our program your delegates will be taught Dealing With Stress abilities, how to build rapport, as well as recognizing certain body language.

By utilizing our Handling a Challenging Customer program your delegates will see an increase in customer service, productivity, as well as a decrease in unhappy customers. Your delegates will be provided a strong ability set including in-person as well as over the phone techniques, addressing complaints, as well as generating return business.


Handling a Difficult Customer Training Course

 

Recommended Prior Experience and Knowledge: Handling a Difficult Customer Training Course

This course will assist delegates in understanding: Handling a Difficult Customer
For the Handling a Difficult Customer Training Course it is advisable that you have the following experience/knowledge:
None, course conducted in English
 

Outline: Handling a Difficult Customer Training Course

Johannesburg (Sandton), Cape Town, Durban, Port Elizabeth, Pretoria – South Africa

Key outcomes of the course include:
BOTI’s Program Outline

Component 1: Starting Out
• Housekeeping matters and administration
• Pre-Assignment Assessment
• program Objectives
• The Parking Area
• activity Plan

Component 2: The Right Attitude Starts with You
• Be Grateful
• Keep Your Body Healthy
• Concentrate On Positive Thoughts
• Invoke Inner Peace
• Training Example
• Component 2: Assessment Queries

Component 3: Internal Dealing With Stress
• Irritability
• Unhappiness with Your Job
• Feeling Underappreciated
• Not Well-Rested
• Training Example
• Component 3: Assessment Queries

Component 4: External Dealing With Stress
• Office Furniture Not Ergonomically Sound
• High Noise Volume in the Office
• Rift with Co-Workers
• Demanding Supervisor
• Training Example
• Component 4: Assessment Queries

Component 5: Transactional Analysis
• Exactly What is Transactional Analysis?
• Parent
• Adult
• Child
• Training Example
• Component 5: Assessment Queries

Component 6: Why are Some Customers Challenging?
• They Have Truly Had a Bad Experience as well as Want to Vent
• They Have Truly Had a Bad Experience as well as Want Someone to be Held Accountable
• They Have Truly Had a Bad Experience as well as Want Resolution
• They Are Generally Unhappy
• Training Example
• Component 6: Assessment Queries

Component 7: Working with the Customer Over the Phone
• Pay Attention to the Customer’s Complaint
• Build Rapport
• Do Not Respond with Negative Words or Emotion
• Offer a Verbal Solution to Customer
• Training Example
• Component 7: Assessment Queries

Component 8: Working with the Customer In Person
• Pay Attention to the Customer’s Complaint
• Build Rapport
• Responding with Positive Words as well as Body Language
• Besides Words, Exactly What to Look For?
• Training Example
• Component 8: Assessment Queries

Component 9: Sensitivity in Working with Customers
• With Different Cultural Values
• Who are Angry
• Who Cannot Be Satisfied
• Who Are Rude
• Training Example
• Component 9: Assessment Queries

Component 10: Scenarios of Working with a Challenging Customer
• Culturally Diverse Customer
• Angry Customer
• Rude Customer
• Impossible to Please Customer
• Training Example
• Component 10: Assessment Queries

Component 11: Following up With a Customer Once You Have Addressed their particular Complaint
• Send the Customer an Email
• Handwritten or Typed Letter
• Call the Customer
• Mail the Customer a Small Token
• Training Example
Concluding• Component 11: Assessment Queries

Component 12: Concluding
• Wise Men’s words
• Assessment Of The Parking Area
• Key Learnings
• Further reading
• Evaluations as well as Completion Of activity Plans

 

 

Course duration and fees: Handling a Difficult Customer Training Course

Our one day training course is designed so that the knowledge acquired is applied practically, so that the business environment can be enhanced.

Please contact BOTI for information around costing

Course Schedule

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View Calendar for the latest course

Competitive Course Pricing: (Non-PC) – one-day and non-specialized

BOTI’s pricing estimates are based on economies of scale i.e. the more delegates you send, the lower the price per delegate! Clients have the following options:

  • provide the training venue or request BOTI to provide the training venue; and/or
  • in the case of courses requiring laptops, provide the laptops for the course or alternatively request BOTI to provide the laptops.

The course costs under various scenarios are provided below.

Prices per delegate (including Vat)

Number of Delegates Course only Course plus  venue provided by BOTI
1 R 4,617 R 5,301
2 R 2,793 R 3,306
3 R 2,679 R 3,135
4 R 2,480 R 2,907
5 R 2,360 R 2,770
6 R 2,090 R 2,489
7 R 2,060 R 2,451
8 R 1,895 R 2,280
9 R 1,767 R 2,147
10 R 1,767 R 2,147
11 R 1,529 R 1,902
12 R 1,529 R 1,902
13 R 1,320 R 1,688
14 R 1,320 R 1,688
15 R 1,167 R 1,531

Total course price (including VAT)

Number of Delegates Course only Course plus  venue provided by BOTI
1 R 4,617 R 5,301
2 R 5,586 R 6,612
3 R 8,037 R 9,405
4 R 9,920 R 11,628
5 R 11,800 R 13,850
6 R 12,540 R 14,934
7 R 14,420 R 17,157
8 R 15,160 R 18,240
9 R 15,903 R 19,323
10 R 17,670 R 21,470
11 R 16,819 R 20,922
12 R 18,348 R 22,824
13 R 17,160 R 21,944
14 R 18,480 R 23,632
15 R 17,505 R 22,965

The prices above are indicative and subject to change from time to time. Please contact us for a detailed proposal.

 

 

 

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