Difficult customer service situations, including complaints and objections

Main goal of „Difficult customer service situations, including complaints and objections” course is to reinforce a positive and constructive attitude of the specialists towards the complaints and objections raised by the customers; improve awareness of how important it is to have a good interaction with a customer filing a complaint; improve the ability to handle difficult situations during a telephone conversation with a customer. What else? 

• Increased awareness of how your behavior influences your customer and how the customer influences you;
• Learn about communication techniques that make people want to talk to each another, cooperate and look for solutions acceptable to both parties;
• Learn how the complaint or objection process works, what causes difficulty during a conversation, how to identify true customer needs and how to respond to them.
• Learn and practise ways of reacting to difficult situations: a customer with unrealistic expectations that you must decline or a customer behaving disrespectfully or aggressively towards you;
• Practise conversation structure that helps clean up the mess and reach an agreement;
• Learn about methods of building relationships in difficult situations;
• Practise conscious using of NVC language (non-violent communication);
• Learn about ways of improving self-motivation through conscious care about work balance and purpose.