Dealing with Difficult Customers Training - Melbourne
**How to Deal with Difficult People and Customers Training - Melbourne**
**Course Overview**
G'day! My name is Dr Marcus Clarkson, and I've spent close to two decades providing Business leaders in Australia with the tools, structure and strategies that allow them to turn their most difficult 'customer moments' into small business growth opportunities. Over the years I've worked with small family businesses out in the sticks of Victoria all the way through to large corporations in Melbourne's CBD. But there's one thing that I've learnt for sure: no matter how good your product or service, every business will come across difficult customers.
This training has been written from lessons learnt and real life tactics that worked on the ground in business in Australia! We hear you, managing upset customers is more than sticking to a script, it's about gamesmanship and honing real skills that enable you to empathise and connect with people who are upset and frustrated and find solutions to turn the situation around.
The genius of this method is that it's not about pretending to be somebody or wearing a fake smile. Instead, we challenge you to develop your natural capacity to discern what people truly need, and then provide you with practical tools to help them get there. As you complete this training, relations with these dynamics you once dreaded will become significantly easier, and, in some cases, they may even become rewarding.
**Learning Outcomes**
At the end of this course, attendees will:
Detect causes of customer discontent immediately and accurately
Use de-escalation tactics that bring passions down rather than stoking them further.
Explicitly state boundaries, in a helpful, professional way.
Turn whining into relationship building opportunities with your clients
Take ownership and manage escalation requests with composure and professionalism
Stay professional even when customers don't, and won't get personal or confrontational
Imagine creative solutions to complex customer problems from within Company guidelines
Encourage self care and support: Care for yourself in high stress customer service positions
**What You Will Learn**
**Module 1: The Real Problem and What We Need to Know About It**
Let's begin by unpacking what's really going on when clients get tough. Most of the time it isn't about you or your Company, there's something else being unsaid. You'll figure out how to listen for what's really the problem beyond the complaining and frustration.
**Module 2: The Art of De escalation**
Here is where we enter the territory of the practical methods that really do function, when the other person is raising his or her voice, and emotions are running rampant. You'll try out the kinds of phrases and approaches that make others feel heard and understood, which is frequently all they actually want.
**Module 3: Reclaiming The Power of Your Boundaries**
There are also times when customers request the impossible, and saying "no" doesn't have to mean losing the customer. We'll get into some strategies for setting clear boundaries and being genuinely helpful and sticking with the relationship.
**Module 4: Converting Problems into Opportunities**
A customer who has a problem resolved exceptionally well can become one of the most loyal customers. You will learn to spot these opportunities and make the most of them.
**Module 5: Managing Escalations Professionally**
When it comes to customers wanting to speak to your manager, there's a right way and a wrong way to handle it. We'll review how to find solutions that keep all parties feeling safe, secure, and treated with respect.
**Module 6: Remaining Professional in Pressure filled Times**
When people get personal or hostile, it's easy to feel emotionally attacked. This module provides you with skills to remain calm, professional, and requirements focused, instead of engaging in conflict.
**Module 7: Applying Creative Problem solving within Parameters**
All businesses have policies and procedures, but most of the time there's more give and take than people realise. You'll learn how to develop creative solutions that are good for customers and defensible in the interests of your Organisation.
**Module 8: How to Look After Yourself**
It can be exhausting to spend all day dealing with difficult people. This last module is about looking after your own mental health and job satisfaction.
**Course Summary**
"Theory" is combined with exercises in which you experience the workings of process in play, drama, and portable storytelling. You will walk away with a full toolkit to apply in your work tomorrow. Even more impressive, you will have a new outlook on challenging customer exchanges that helps you take them less personally and manage them more effectively.
The skills you pick up here aren't just for customer service, they're priceless tools to handle any time you need to communicate with people who are upset or frustrated. Whether it's a fellow employee having a tough day or a relative experiencing a rough patch, these methods will give you superpowers.
As a reminder, world class customer service isn't about being perfect, it's about being human, professional, and genuinely helpful when people need it most!