Creating Win-Win Situation to Resolve Customer Conflict

Introduction

Today the business world revolves around customer service and globalization. Gone are those days when companies used to sale products and customers didn’t have any choice. Now CUSTOMER is the King and they look and value excellent customer service. And to deal with difficult customers, sometime sales representative faces many barriers and take wrong step. As a result company losses not only ONE but FEW customers.

This session will guide participants to know how to manage and resolve customer conflict which will create WIN-WIN situation for both parties. .Research shows a resolved customer conflict leads to loyal customers and builds lasting relationships.

How participants will benefit after the course:
• Will know about the difficult types of customer and how to handle them
• How to use vocal in different situation
• Will know and can choose specific techniques that will help them to be an excellent customer service executive
• Will be able to understand customer need and act accordingly
• Build stronger customer relationships
• Manage conflict situations with poise and diplomacy
• Turn around negative customer situations faster
• Enhance your reputation
• Increase sales through repeat, devoted customers

Methodology

Interactive session, Handouts, Individual & Group Exercise, Video Clippings, Question and answer session.

Contents of Training:

Session 1:
• What is service?
• Service is intangible
• Examples of service is intangible
• Dimensions of service

Session 2:
• Key elements of quality customer service
• What you should know
• Developing excellent communication with customers
• Excellent verbal communication in a positive manner
• Six C of giving good information to the customers

Session 3:
• Avoid negative verbal communication
• Customer focused behavior
• Addressing customer needs
• Customer discovery

Session 4:
• Identify difficult people/customer
• Dealing with difficult people/customer
• Common excuses for service lapse
• Service recovery strategy Process
• Roadblock to service recovery
• Creating devoted customer- WHY & HOW
• Learning from the experience
• Have the WIN –WIN situation for both parties

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Professionals working in customer care sector.
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