In this dynamic 1-Day workshop, participants will learn practical skills and techniques for handling challenging customers.
We all know that customer service can be easy and pleasant when the customers are in a great mood, when systems and process are working well, and when we are able to say “yes” to whatever the customer is asking for. Everyone is happy and the interaction flows well.
The question is: What happens when things don’t go that well?
The workshop begins by engaging participants in a conversation about how customers “show up” as difficult. We will capture all that information – and then handle those very specific instances in a direct way – so that participants will feel prepared to handle the same types of situations if they should occur again. We will also introduce some common challenges, if they are not listed during our discussion.
Our goal at the end of the session is to have participants feeling prepared and confident in handling even the most challenging of customer interactions in a way that supports the values and the customer service principles of your organisation. How confident are your employees at handling challenging customers?
Learning Activities and Outcomes:
- Participants will engage in a listening activity to help them improve their listening skills. Our goal with this activity is to ensure that real listening does happen in times of stress and pressure.
- Participants will practice specific language skills. The goal with this activity is to explore the impact of language and help participants to reduce conflict at every practical point in the interaction.
- Participants will learn 15 practical skills for handling common types of challenging interactions.
- Participants will have the opportunity to discuss their specific examples of how customers “show up” as difficult and challenging – and they will have the opportunity to practice some new ways of handling challenging customers.
Program Overview
This highly interactive and practical workshop has been designed to explore challenging workplace conversations and the reasons that conversations can present as difficult. Using your own examples of situations you find difficult, you will map your own communication plan with our 7 step guide to Having Challenging Conversations, leaving with a replicable and easy to implement process that means you will never shy from a challenging conversation again.
Who Will Benefit
People who need strategies and practical, ready to use solutions to confronting challenging conversations head on in their workplace.
Content
The objectives for this session are to explore challenging workplace conversations and confront the ‘hard to say’ topics with expediency. We will look at the reasons why conversations present in a challenging way – and why it is critical that we develop the skills to manage these interactions brilliantly. The practical part of workshop will provide ample practice for participants and an Alive & Kicking Solutions Facilitator will provide individual feedback to all participants.
Learning Outcomes
- Understand what makes the ‘unsayable’ unsayable – and it’s not what you may think
- Engage with techniques to bring your best self to the conversation
- Learn the 7 Steps for Challenging Conversations
- Gain tools and techniques for managing the process, the logistics, and the practical elements of a difficult conversation.
Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.
This full day workshop builds on your customer service skills, whether you have completed our Customer Service Essentials workshop or not. Here we delve deeper into the areas that can make or break the customer relationship by learning the skills to improve your ability to control the communication. Focusing on the verbal communication (face to face and phone interactions) we examine why customers complain, what it takes to satisfy their needs and expectations, what gets in the way of effective interactions and how to overcome all these obstacles in a professional and efficient manner.
Program Overview
Utilising practical approaches that will improve your ability to interact with customers, this workshop adds more tools to your communications tool kit and gives you the ability to control the communication by learning what makes the customer tick, understanding what drives their behaviour, and how to give them what they want. To do this, it is vital to know what they do want – even if they don’t. Once this is understood we then explore how to navigate and drive the interaction toward a positive resolution without the hard work and difficulty.
What Next?
We believe every business is different and a one size fits all approach will rarely result in the best outcome. We customise this course to suit your unique training needs. The success of our training is in our familiarisation process. We ensure that the solutions we deliver directly relate to your business challenges.
Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.
Many people believe that customer service is all about attitude – either you have the right one or you don’t. We believe that how staff interact with customers can be improved by learning the right skills and approach. This course explores the essential skills required to effectively and positively impact on interactions with customer with the overall aim of not only improving the customer experience but your staff’s level of enjoyment and engagement.
Program Overview
This course explores what it means to serve our customers and how to create a positive experience every time – for you as well as the customer! It is essential to be able to deliver good, reliable and a high level of service to your customers. The success of every business depends upon this. Every interaction your staff have with your customers is a customer service experience, whether it is a simple question (what are your opening hours?) or a request for something you do not have – each interaction is an opportunity for the customer to experience your business or organisation. What kind of experience do you want this to be? What kind of experience are they currently receiving? If it is not positive 90% or more of the time you need the skills presented in this course.
What Next?
We believe every business is different and a one size fits all approach will rarely result in the best outcome. We customise this course to suit your unique training needs. The success of our training is in our familiarisation process. We ensure that the solutions we deliver directly relate to your business challenges.
Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.
This flagship program is highly engaging, interactive and thought provoking and has participants gaining higher levels of self-awareness and a motivation to change the way that they have been communicating. This results in better outcomes in their work and personal lives.
Program Overview
This course benefits those who would like to have a map for communicating with a greater effectiveness in their work place and their personal life, and who are willing to become more aware of the habits that are creating the outcomes they are getting. Participants take a journey of self-awareness and personal development to uncover a new understanding of their communication style using a variety of exceptional facilitation methods. The course focuses on behaviour change through the transfer of new knowledge, new skills, and how to bring a new attitude to the workplace
What Next?
We believe every business is different and a one size fits all approach will rarely result in the best outcome. We customise this course to suit your unique training needs. The success of our training is in our familiarisation process. We ensure that the solutions we deliver directly relate to your business challenges.
Download the pdf, call us on 1300 305 789 or email hello@aliveandkicking.com.au for more information.
