The challenges of dealing with difficult customers are pretty obvious. Less obvious are the opportunities presented by these same customers. Certainly these customers can be angry, irrational or improper; however, that’s not the entire story.
Studies show that complaining customers who have been satisfied are more loyal going forward than customers who never complained at all. Therein lies a golden opportunity for the customer-facing employee, the chance to transform tough times into lasting loyalty.
The Institute has worked with and learned from Customer Care professionals worldwide. A common thread that runs throughout Customer Care functions in every country is this: One of the chief customer service pain points is 'the challenge of dealing with demanding, rude or otherwise trying customers.”
CCI has developed a fast, effective solution for that challenge, our new on-line course for front-line employees, Handling Difficult Customers. This course will:
• Empower front line associates to effectively handle this customer pain point
• Increase their success on the job
• Build customer relationships and loyalty (along with profits)
Anyone who interacts with customers will benefit from completing this course. It is designed for new employees, employees who need coaching, employees who coach others and any employee who could use a communications refresher course.
The interactive course is perfect for the busy front-line person. It takes about an hour to complete, right at one’s desktop, and features:
• An overview of the four main types of difficult customers
• Identification of the four primary communication styles
• Vital information about the most effective way to ask customers questions
• Effective strategies for dealing with each type of difficult customer
Engaging lesson reviews, “quick-print job aids” that users can keep at their desks as references, and a quiz at the completion of the course
The lessons are easy-to-read with interesting graphics, clear audio and concise on-point copy. Participants in this course will learn strategies that can be put into action immediately. The course gives the front-line Customer Care employee powerful tools for subtly, yet firmly, taking charge of communications – even in the most difficult situations.
Those who have already completed the program describe it as:
“…easy…clear…engaging…”
They appreciate the no-nonsense advice and the fact that the session did not take them away from their desks – or their customers – for long. Some users reported that the lessons they learned benefited them not only in their customer relationships, but also in their personal relationships.
We’ve made the program accessible, affordable and convenient. The enrollment fee for our online course “Handling Difficult Customers” is only:
• $99 per person for one to nine employees, and
• $79 per person for 10-49 employees
• Call for pricing for 50+ employees