All organisations will at one point have to deal with irate customers. This is one of the most difficult activates undertaken by any staff member. All customers, even difficult, aggressive or irate customers need to be valued if an organisation is to thrive. Staff who deal with irate customers need to understand their customer’s needs and expectations. At the same time staff need to be aware of the organisation's limitations and need to communicate these effectively in order to reach an amicable solution. The focus of this course is to help staff deal with irate customers in a polite, friendly and positive manner in order to reach a solution that best suits both the organisation and the customer.
To understand the role of the customer service representative when dealing with irate customers
To understand the needs and expectations of irate customers
To promote positive communication
To develop active listening skills
The Role of Customer Service and Care
Basic Profiles of Irate Customers
The Needs and Expectations of Customers
The Keys to Effective Communication
Overcoming Barriers to Effective Communication
Communicating Limitations To Irate Customers
Strategies to Deal with Irate Customers
When and How to Hand Over
Suitability - Who should attend?
Outcome / Qualification etc.
Certificate of Attendance
Barony Consulting Group Limited
Barony Consulting Group Limited, is a dynamic independent consultancy which has been working with the public sector since 1993 in developing new and improved services. We provide a range of services and supports in pursuit of these objectives, including Cloud-based...
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