Training Overview:

Who among us have never met so called “difficult” clients and didn’t have problems? Books teach us to stay calm, hide your emotions while communicating with aggressive, extremely meticulous and intrusive client. But a person is not a robot, and even if he/she tries to speak in a calm way, these same clients sometimes become more and more angry. Unfortunately, as a result, a bargain breaks and you stay in a bad mood. This training is about how to learn to identify difficult clients, how to get on with them and how to turn them into loyal customers.

Key Topics:

 What is service?
 Who is Your customer?
 Where do difficult clients appear from and why we should love them?
 Types of difficult clients and methods of communication with them.
 Types of claims and how to react on them?
 Technique of feelings pronunciation
 How to resist perseverance and aggression: psychological guidelines and amortization of word blows while working with difficult clients.
 10 methods to make clients to return exactly to you
 9 rules of qualitative service by John Tschohl

Interactive tools:

Video analysis, tests, role playing, writing assignments, group work, business cases, etc.

Program Benefits:

By the end of the course, the participants will:
 Make direct customer encounters more positive, productive, and profitable
 Discover innovative ways to cope with client demands and complaints
 Utilize strategies that can help develop a rapport with all types of "prickly personalities."
 Resolve complaints quickly — and to everyone's satisfaction
 Repair soured relationships with customers who otherwise would have been lost forever

Program Fee:150 AZN

The program fee cover program tuition and all other written and electronic materials,including certificates.

Duration:1 day