
The Hardest Thing In Service – Handling Difficult Customers & The Art Of Service Recovery
What You Can Expect
A ground breaking, absolutely unique, expertly researched & created, world class, professionally delivered initiative, which will address your specific needs and benefit you for a lifetime.
How This Initiative Is Conducted
This perspective shaping initiative is expertly run as a series of …
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Illuminating introductions
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Engaging dialogues
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Interactive games & exercises
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Thought provoking debriefs
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Open questions & answer sessions
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Reflection time-outs
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Relevant case studies
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Enriching assignments
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Feedback loops
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Initiative Outline
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What Your Customers’ Really Need, Want & Desire
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What Makes A Difficult Customer Difficult – The Dynamics Of People, Products/Services/Ideas, Processes/Procedures/Policies, Places & Philosophy Congruency
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How To And How Not To Deal With A Difficult Customer – Establishing Points Of View
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The Spectrum From Not Hearing To Empathic Listening
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What To Listen For – Personality & Keywords
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The Art Of Questioning
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Keeping The Rambling Workable
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Getting The Loud To Be Quieter
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Assisting The Abusive To Be More Polite
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Calming The Angry
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Establishing A Dialogue
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Crystalizing What’s What
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Preventing Escalation
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Preventing Future Difficult Customers by Measuring Customers’ Experience
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Maintaining Your Self Respect & Keeping Things Dignified
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Dealing With Negativity & Going Home Peacefully