Overview

Handling Difficult Service Situations: Getting It
Right Using Brain-Friendly Strategies

Learning Objectives

At the end of this course, you will be able to:
– Think creatively and adopt the ‘out of box’ thinking
– Understand the real role of customer service officer
– Adopt effective communication and listening skills
– Apply face to face or phone experience with customers effectively
– Be in your customer’s shoes: What makes them agitated
– Understand the uniqueness of your customers: Not one shoe fits all

Course Outline

Part 1:
– What is your actual role as a customer service officer
– Using brain-friendly strategies to understand your customer better
– Develop effective communication and listening skills
– Using voice effectively and understand questioning techniques
– Use the C.L.E.A.R Communication Approach in handling Difficult Service Situations

Part 2:
– Preparing, handling and determining the outcome of a meeting or call
– Preparing for crisis handling : Expect the unexpected
– Understanding why customers behave the way they did
– Knowing the different types of customers variety and how to handle them
– Case study