De-escalation Of Dissatisfied And Angry Customers

Course Aims:

The primary aim of this course is to understand what makes a customer angry and recognise the common triggers and emotions associated with dissatisfaction. The course looks to develop effective communication skills, providing participants with strategies to de-escalate tense situations and foster active listening skills to comprehend customer concerns empathetically. It also covers conflict resolution techniques along with methods to address customer grievances.

Course Objectives:

At the end of this course delegates will be able to:

• Identify common factors that lead to customer dissatisfaction and anger.

• Demonstrate effective questioning and active listening skills to recognise customer concerns.

• Feel confident when conveying empathy and understanding when required.

• Apply conflict resolution techniques if confronted by an angry customer.

• Evaluate the effectiveness of different conflict resolution approaches.

• Introduce stress management exercises to cope with challenging customer interactions.

• Display a customer-centric approach in problem-solving and decision-making.

• The workshop will include scenario based exercises and role playing.