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 …

 

• Illuminating introductions

• Engaging dialogues

• Interactive games & exercises

• Thought provoking debriefs

• Open questions & answer sessions

• Reflection time-outs

• Relevant case studies

• Enriching assignments

• Feedback loops

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Initiative Outline

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• What Your Customers’ Really Need, Want & Desire

• What Makes A Difficult Customer Difficult – The Dynamics Of People, Products/Services/Ideas, Processes/Procedures/Policies, Places & Philosophy Congruency

• How To And How Not To Deal With A Difficult Customer – Establishing Points Of View

• The Spectrum From Not Hearing To Empathic Listening

• What To Listen For – Personality & Keywords

• The Art Of Questioning

• Keeping The Rambling Workable

• Getting The Loud To Be Quieter

• Assisting The Abusive To Be More Polite

• Calming The Angry

• Establishing A Dialogue

• Crystalizing What’s What

• Preventing Escalation

• Preventing Future Difficult Customers by Measuring Customers’ Experience

• Maintaining Your Self Respect & Keeping Things Dignified

• Dealing With Negativity & Going Home Peacefully