What you'll learn:
- How to deal with difficult customers.
- Conflict management skills for customer service.
- You will learn the ECA method, which will give you the soft skills and the strategy that you need to manage demanding customers
- You will discover customer relationship management skills that will allow you to diffuse difficult situations with angry customers.
- You will be able to implement this in your company and replicate it for your customer service training sessions.
Customer service is a necessary soft skill for anyone that has interactions with customers often. And knowing how to deal with difficult customers should be part of any customer service training, as this is a skill that can turn angry customers into brand ambassadors.
This course will show you the ECA Method for conflict management with difficult customers:
E = Empathy: Show sympathy and empathy to your customers.
C = Take Control: To achieve conflict resolution in customer service, you must take control of the situation.
A= Advocacy: Where we focus on turning upset customers into brand advocates.
Whether you are in customer relationship management, sales, business development, logistics, customer support, customer experience… this list could go on and on forever; the point is: if you deal with customers often, then you must be ready for conflict resolution with upset customers
