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Start Positive Conversations with Challenging Customers Training Overview
Start Positive Conversations with Challenging Customers Training Course Outline
Module 1: Introduction
- Introduction to Difficult Customers
- Types of Difficult Customers
- Importance of Dealing with Difficult Customers
Module 2: Working with Difficult Customers
- Keep Your Communication Professional
- Remain Calm and Collected
- Speak Softly
- Practice Active Listening
- Give them Time to Talk
- Understand the Customer Point of View
- Assess their Needs
- Seek a Solution
- Ask for Support
- Maintain a Positive Relationship
- Activity
Module 3: How to Use Positive Communication in Customer Service?
- Changing Negative Sentences into Positive Ones
- Activity
Module 4: How to Manage Conversations with Challenging Customer?
- Fundamental Priniciples of Managing Conversations
- Activity
Module 5: Ways to Handle Angry Customers
- Recognising the Value of a Complaint
- Listen
- Apologise
- Show Empathy
- Maintain a Calm Tone of Voice
- Build and Maintain Trust
- Don't Take it Personally
- Avoid Negative Language
- Resolve the Issue
- Share the Knowledge
- Activity
Who should attend this Start Positive Conversations with Challenging Customers Training Course?
The Start Positive Conversations with Challenging Customers Course is designed for individuals in customer-facing roles who want to enhance their skills in dealing with difficult or challenging customers. This Sales Course can benefit a wide range of professionals, including:
- Customer Service Representatives
- Sales Professionals
- Retail Associates
- Call Centre Agents
- Hospitality Staff
- Complaints Handlers
- Client Relations Managers
- Account Managers
Prerequisites of the Start Positive Conversations with Challenging Customers Training Course
There are no formal prerequisites for attending this Start Positive Conversations with Challenging Customers Course.
Start Positive Conversations with Challenging Customers Training Course Overview
The Start Positive Conversations with Challenging Customers Training explores the art of initiating positive dialogues with difficult customers. In the business realm, mastering this skill is essential for fostering positive relationships and overcoming challenges. This course delves into effective communication strategies, emphasising the relevance of turning challenging interactions into opportunities for constructive engagement.
In the realm of Sales Training, understanding how to navigate challenging customer conversations is paramount. Sales professionals encountering resistance or difficult situations can greatly benefit from acquiring the skills taught on this course. This training is particularly valuable for Customer Service Representatives, Sales Executives, and anyone aiming to enhance their ability to handle challenging customer interactions with finesse.
The 1-day Sales Training by the Knowledge Academy equips delegates with practical tools and techniques to start positive conversations with challenging customers. Delegates will gain insights into defusing tension, active listening, and turning potential conflicts into collaborative solutions.
Course Objectives
- To understand the importance of starting positive conversations with challenging customers
- To learn how to identify challenging customers
- To develop strategies for starting positive conversations with challenging customers
- To practice starting positive conversations with challenging customers through role-playing and other exercises
- To build rapport and trust with your clientele
At the end of this Sales Training, delegates learn to create positive conversations with challenging customers effectively. They also learn to handle difficult situations with real-world customer scenarios effectively. This training supercharges their knowledge and expertise in managing challenging customer conversations.
What’s included in this Start Positive Conversations with Challenging Customers Training Course?
- World-Class Training Sessions from Experienced Instructors
- Start Positive Conversations with Challenging Customers Certificate
- Digital Delegate Pack
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Start Positive Conversations with Challenging Customers Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Live classes
Join a scheduled class with a live instructor and other delegates.
Interactive
Engage in activities, and communicate with your trainer and peers.
Global Pool of the Best Trainers
We handpick from a global pool of expert trainers for our Online Instructor-led courses.
Expertise
With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
Global Reach
With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Unlock your potential with The Knowledge Academy's Start Positive Conversations with Challenging Customers Training, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
Experience the most sought-after learning style with The Knowledge Academy's Start Positive Conversations with Challenging Customers Training. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Start Positive Conversations with Challenging Customers Training sessions.
Highly experienced trainers
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Great value for money
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Start Positive Conversations with Challenging Customers Training at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
Our Start Positive Conversations with Challenging Customers Training offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
Monitor employees progress
The course know-how will help you track and evaluate your employees' progression and performance with relative ease
What our customers are saying
excellent trainer!
Isabelle Hill
Start Positive Conversations with Challenging Customers Training FAQs
Creating Positive Conversations with Customers involves fostering meaningful and constructive interactions with customers, focusing on understanding their needs, addressing concerns, and ensuring satisfaction. It aims to build strong relationships, enhance customer loyalty, and contribute to the overall success of the business.
Positive Customer Relations refer to the interactions between a business and its customers that foster trust, satisfaction, and loyalty. This involves attentive customer service, clear communication, timely resolution of issues, and consistently meeting or exceeding customer expectations.
There are no formal prerequisites to attend the Positive Conversations with Challenging Customers Training. However, having a basic understanding of customer service principles and experience in customer-facing roles can be beneficial for delegates.
This training is ideal for customer service representatives, sales professionals, and anyone in a role that requires regular interaction with customers. It’s especially beneficial for those looking to improve their communication skills and handle challenging customer interactions effectively.
Essential ways to start a conversation with a potential customer includes asking open-ended questions, showing genuine interest in their needs, using a friendly and approachable tone, providing value from the outset, and actively listening to understand their pain points.
A positive customer relationship is crucial as it fosters customer loyalty, encourages repeat business, and leads to positive word-of-mouth referrals. It also enhances the customer’s overall experience, contributing to the long-term success of the business.
In this training, you will learn techniques for managing difficult customer interactions, strategies for staying calm under pressure, effective communication skills, and methods to turn challenging conversations into positive outcomes that satisfy both the customer and the business.
Benefits include improved customer interaction skills, increased confidence in handling difficult situations, enhanced customer satisfaction, and the ability to build stronger, more positive relationships with customers. It also helps in reducing stress and improving job performance.
The certification aims to validate your ability to effectively manage and resolve challenging customer interactions, demonstrating that you possess the necessary skills to maintain positive and productive customer relationships under any circumstances.
The course includes communication strategies, conflict resolution techniques, role-playing scenarios, best practices for customer engagement, and tips for maintaining a positive attitude during challenging interactions.
Yes, 24/7 support is offered to ensure that delegates can access assistance whenever they need it, helping them to resolve any issues or questions they may encounter during the course.
What is the significance of holding Positive Conversations with Challenging Customers Certification?
Holding this certification signifies that you are equipped with the skills necessary to handle difficult customer interactions effectively, which is highly valued in customer service and sales roles. It enhances your professional credibility and can lead to career advancement.
The duration of the course is 1 day.
Yes, a self-paced version of the course is available, allowing delegates to learn at their own convenience and pace, which is ideal for those with busy schedules.
The difficulty level is considered to be moderate. It is accessible to individuals with basic customer service experience but also offers valuable insights and skills that can challenge more experienced professionals.
This course prepares you for roles such as customer service representative, sales associate, account manager, and any position that requires regular customer interaction, particularly where managing challenging situations is common.
Do you provide corporate training for this Positive Conversations with Challenging Customers Course?
Yes, corporate training options are available, tailored to meet the specific needs of organisations looking to enhance their customer service teams' ability to handle difficult conversations effectively.
This certification is particularly beneficial for customer service professionals, sales staff, team leaders, and managers who are responsible for overseeing customer interactions and ensuring high levels of customer satisfaction.
If you encounter access issues, please contact our customer support team directly. They will be able to assist you with any technical difficulties or access problems.
After completing the course, you can apply the skills learned to your current role, pursue advanced training, or seek new career opportunities that require strong customer service and conflict resolution abilities.
No, you do not need a Sales Certification before attending this course. It is designed to be accessible to individuals at various levels of experience in customer service and sales.
No, it is not necessary to have completed other sales courses before taking this training. The course is designed to provide the essential skills needed to manage challenging customer interactions, regardless of your previous experience.
The training fees for Start Positive Conversations with Challenging Customers Trainingin the United Kingdom starts from £995
The Knowledge Academy is the Leading global training provider for Start Positive Conversations with Challenging Customers Training.
Please see our Sales Training courses available in the United Kingdom
Why choose us
Best price in the industry
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
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