HANDLING DIFFICULT SITUATIONS & CUSTOMERS

1 Day Or 2 Day workshops

HOW YOU WILL BENEFIT – WHAT YOU WILL LEARN

  • Develop your understanding and knowledge in personal paradigms, character, inspiration that shape your services habit.
  • Identify your own style and your customer’s exceptional way of communication.
  • Using a planned interview reveal the “message you portray to theirs” with effective listening, responses and pacing skills.
  • Take control of your efficiency and professionalism through powerful passive and non-threatening interrogative communication strategies.
  • Resolve issues and create solution strategies with any customer
  • Produce a new standard of CRS excellence
  • Find out positive and negative behaviors affecting your communication skills
  • Recognize various customer communication styles
  • Identify verbal clue opportunities to resolve conflict before it happens
  • Change and modify your ways of communication
  • Make use of your voice effectively, even when tension is high.
  • Make use of your voice effectively, even when tension is high.
  • Use voice mail in a positive manner.
  • Revamp your listening skills and practice attentive listening
  • Demonstrate are willing you are and show sympathy when necessary
  • Create practical responses to ensure interaction.
  • Make use of excellent interviewing skills
  • Opening to conversation with intelligent “open-ended” questions
  • How to effectively disseminate information
  • How to end the call with satisfactory responses from the caller every time

WHO SHOULD ATTEND

The program is scheduled for all call center customer service reps and telephones-oriented service people.

WHY THIS WORKSHOP IS IMPORTANT

This course will improve skills and strategies that will create better long-lasting relationships with customers, and show you how to develop your interaction skills with clients create a positive service experience for the customer.

COURSE FEE & LOCATION DETAILS

Quotes provided are for immediate city area only. Rates will change for training locations outside city area.

One Day

Course Fee: $795 per person        

Become a new client of ours, and receive a discounted rate off the rates shown above, and on training course development rates or e-learning module development service rates. Ask for details when you contact us. All new clients have the Alter Course fee waived.

Quotes provided are for immediate city area only. Rates will change for training locations outside city area.

Two Day

Course Fee: $1495 per person        

Become a new client of ours, and receive a discounted rate off the rates shown above, and on training course development rates or e-learning module development service rates. Ask for details when you contact us. All new clients have the Alter Course fee waived.

Satisfaction Guaranteed:

We fully guarantee the content and quality of this workshop. If at the second break-time provided by the facilitator, you are not completely satisfied with this course, we will refund your money in full. No questions asked!

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Address

Head Office in Toronto

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