Who is it for: customer service specialists, managers
Training Goal: Skill development among participants:
- objection management,
- warnings and dealing with conflict,
- resistance to stress, formation of a resource state,
- formation of a client-oriented position.
Customer-centric approach in service
- The concept of service and service.
- The concept of external and internal client of the company.
- Building customer confidence in the service and the company.
- Structure and manage customer expectations.
- Principles of building a long-term relationship with a client.
- Our style towards the client: from the search for truth to successful cooperation.
Client types
- Client types.
- Employee-client role pairs.
- Strategies for interacting with different types of clients.
Workshop. Defining Client Types and how best to interact.
Difficult Client Prevention
- Ways to improve the effectiveness of communication with the client.
- Features of communication with the client by phone, by e-mail, in person.
- Choosing an effective way to communicate. Signs of effective communication with the client. What do we hear when we listen to the client.
Workshop. Practicing effective communication skills with a client as conflict prevention.
Claims and objections management
- Reasons for customer complaints.
- Algorithm for working with objections and claims.
- Signs of effective complaint handling.
- Customer-focused employee response to customer criticism.
- Rules for managing your own emotions when dealing with complaints.
- Etiquette in working with a client.
- Forms of increasing hostility.
Diagnosis of a conflict with a client
- Structure and stages of conflict.
- Signs of an incipient conflict.
- External and internal triggers.
- Difficult client: how to do it yourself.
Video practice. Definition of the structure and stage of the conflict.
Conflict resolution tools
- Use different styles of behavior in conflict.
- Working with conflict goals and results.
- Acute Conflict Tools
- Logical conflict management.
- Working with emotions.
- Conflict as manipulation.
Conflict Styles
- Features of the five styles of behavior in conflict.
- Diagnosis of participants by predominant behavior style.
- The purpose and result of interaction with each of the styles.
- Applicability of conflict behavior styles to different situations.
Workshop. Working out typical conflict situations with a client, analyzing behavior patterns.
Dealing with Acute Conflict
- Algorithm for dealing with acute conflict.
- Typical mistakes in dealing with a client in an acute conflict.
- Emotional competence. I-statements. Emotion management techniques. Features of perception in conflict.
- Workshop.
Force decision and aggression in conflict
- The principles of assertiveness as respect for freedom
- Techniques of civilized confrontation
- Principles of working with an aggressive client
- Techniques for responding to client aggression
Workshop. Techniques for responding to client aggression.
Conflict as a manipulation tool
- Signs of manipulation
- What the manipulator affects.
- Psychological tricks and manipulator tools
- Resisting manipulation. Techniques of psychological sambo. "Magic Lantern"
Managing stress in conflict
- Signs of stress.
- Working with the emotional state. Test and exercises for stress tolerance.
- Techniques for saving and returning resource state.
Workshop. Managing your own state. Practicing effective stress management techniques.
