Description: Seminar Dealing with Difficult Customers
The feeling of dissatisfaction in our society is constantly increasing. It affects the way people communicate, appear and deal with each other. Dealing with one's own difficult customers is particularly sensitive and demanding. How do I deal with a customer who is uncompromising, demanding or even provocative towards me and on whom I have a certain economic dependence at the same time? In the seminar Dealing with Difficult Customers, you will learn techniques for conducting conversations that will enable you to deal with difficult customers in a more professional, de-escalating and constructive manner.
Contents: Seminar Dealing with difficult customers
Positive attitude and friendliness as a starting point
Sensitising to body language, choice of words and voice
Perception as a factor influencing one's own communication
Development of sympathy and antipathy
Customer types in difficult conversation situations
Recognising behavioural patterns of difficult customers
Perceiving and managing customer expectations
Interpreting the behaviour of difficult people
Which customer characters are particularly challenging for me?
Conducting conversations with difficult customers
Identifying areas of tension in customer conversations
Recognising difficult customers and reacting appropriately
Active listening and questioning techniques in challenging conversations
Dealing with talkative, know-it-all, cynical and choleric people
How to deal with complaints and grievances
Most frequent causes of customer conflicts
Rhetorical competence in complaints
Using complaints as an opportunity
Developing and demonstrating solutions
Dealing with open confrontation in customer contact
Dealing confidently with aggressive behaviour
Reacting correctly to personal attacks
Selecting the level of escalation and controlling the course of the conversation
Solution- and conclusion-oriented communication
Your benefit: Seminar Dealing with difficult customers
This training will provide you with the necessary skills to conduct difficult conversations with your customers in a confident and goal-oriented manner. Based on your own positive attitude, you will be able to distinguish between different types of difficult customers, adapt your de-escalating rhetoric to the situation and constructively point out possible solutions.
In the seminar Dealing with Difficult Customers you will learn:
Understand the thinking patterns of difficult customers
how to adapt your conversation management according to the type of customer
how to deal professionally with a customer's negative emotions
Influence the atmosphere of the conversation positively
Develop your customer contact into a customer relationship
Methodology and Didactics: Seminar Dealing with Difficult Customers
This training is characterised by its strong practical relevance. For this purpose, the basics for constructive communication with difficult customer types are presented at the beginning by means of trainer input and impulse lectures. In exercise units that simulate different escalation levels of difficult customer conversations, participants can apply the action and reaction patterns shown. Feedback on the exercises is based on trainer, group and video feedback. Discussions of case studies in plenary, group work by means of role play and the use of seminar documents round off the methodical implementation in the seminar Dealing with Difficult Customers.
Target group of the seminar Dealing with difficult customers
This event is aimed at those employees, specialists and managers who are regularly involved in telephone, video-based or personal customer communication. Furthermore, it is for people who have set themselves the goal of using conversational situations with critical, difficult and dissatisfied customers as opportunities and being able to conduct the dialogues in a more confident and relaxed manner.
You would like to hold the seminar Dealing with Difficult Customers in your company as an in-house seminar? That is of course possible! We will be happy to prepare an individual offer that meets your content priorities, your specified time frame and other wishes. Please send your in-house enquiry to: email@example.com
further recommendations on "Dealing with difficult customers
What is the procedure in the seminar Dealing with Difficult Customers?
In the seminar Dealing with Difficult Customers, participants are given the opportunity to present situations with difficult customers from their own everyday professional life as case studies. The aim is to maximise the benefit of the training for each individual by making the training scenarios as real as possible. Based on the practical simulations, solution approaches are developed in the seminar group and then practised. In this way, it is already possible during the seminar to try out dealing with difficult customers to see whether the conversation tools developed are practical and purposeful, for example for use in a call centre. It is of central importance that each seminar participant remains authentic and feels comfortable in the context of applying the new conversation techniques in the complaint conversation.
According to our seminar Dealing with Difficult Customers, what makes customers become difficult conversational partners?
In a society that is becoming increasingly harsh and direct, even our own customers are not spared. In addition, clients are under pressure to perform, time pressure and price pressure due to the increasingly global and digital working world. In this respect, it helps to be aware that in many conflict situations that are perceived as challenging, it is not the customer himself who is difficult, but the environment in which he has to assert himself every day. Understanding these influences and consequently being able to deal with a difficult customer in a calm and de-escalating manner is already the first successful step towards a loyal customer through appreciative customer care.
The Dealing with Difficult Customers Seminar is not only available as open training, but also as e-learning, live webinar or in-house presence events. Call us today to get a quote for the workshop option that suits your needs.
Registration for the event: Dealing with difficult customers
The evaluations of our seminars, webinars and workshops are given by the training participants. Following each training event, participants provide written feedback via a digital questionnaire. The customer testimonials mentioned on our website are also taken from these questionnaires.
Calculation of the overall evaluation
The total of eight evaluation criteria, which are collected by means of a questionnaire, result proportionately in the calculated overall evaluation.
I particularly liked the different and helpful incentives for conducting difficult customer conversations and coping with stress.
S. Jenhardt, Stadtwerke Herne AG
The precise analysis of the client cases, the theoretical and practical examples, as well as the trainer's experience really appealed to me!
B. Bajak, Eurofins INLAB GmbH
I rate the training "Dealing with difficult customers" VERY GOOD.
Dr. K. Schrage, Cramer PR GmbH
I was very satisfied with the professional competence of the seminar leaders! The working atmosphere was excellent.