To handle a complaint or a degraded customer interaction while protecting the business relationship.
Goals
- Recognize the factors of dissatisfaction and breakdown in dialogue.
- Adopting a professional stance when dealing with a dissatisfied customer.
- To guide a complaint towards a follow-up solution.
Program
Understanding the difficulty
- Analyze the profiles, triggers and the effect on the customer relationship.
- What is the systemic approach to communication in customer relations?.
- Exploring the mechanisms of deteriorating relationship situations with a client.
Choosing your strategy
- Adapt the response to the level of tension and the expectations expressed.
- Identify the different approaches to managing delicate situations.
- Defusal or confrontation.
Process the claim
- Listen, rephrase, clarify the facts, then define a response.
- Strengthening one's listening attitude: free-floating listening.
- Asking the right questions: a typology of essential questions for conducting an interview.
To train
- Apply the techniques to cases drawn from the participants' field experience.
- Remaining calm when faced with a dissatisfied or aggressive customer.
- Identify attitudes to avoid in order not to worsen the situation.
Practical application and feedback
- To work on a situation close to the participants' real-world experience.
- Compare several responses and observe their effects in an exchange or incident.
- Develop reflexes adapted to one's professional context.
Evaluation and validation methods
Prior self-assessment and assessment of acquired skills at the end of training.
Target audience
Teams in contact with dissatisfied or difficult customers
Prerequisites
No prerequisites