Training

Dealing with difficult, rude or indifferent Customers (St.Petersburg)

Target Audience:Key account managers, sales managers, call-center managers, quality managers, and other companies interested in high level of working with clientsDuration:1 day, 8 hours Provider:Venue:Sokos Hotel Olympia GardenLanguage:RussianCoach:Anna Shershneva
Anna ShershnevaAnna Shershneva

Terms and Conditions

– The deadline for registration & payment is usually 5 days before the starting date of the course;
– Those who do not register and pay by the deadline will not be allowed to participate in the training;
– All payments are to be made by bank transfer;
– Once registration is closed, the fee is non-refundable.

 Training objectives and advantages
To learn the skills of working with a difficult client;
Improve the skills of conflict resolution techniques through the development of actions in conflict situations;
Determine their own behavior and reactions in situations of conflict;
Form the skills of positive communications;
Develop emotional stability and flexibility.
Learn how to use the situation of complaints and claims to increase customer loyalty.

Training program
1. Effective work with clients.
- What does it mean effective work with clients.
- The concept of "relationship marketing."
- Zone of indifference, satisfied and dissatisfied customers.
- Ways of making contact, mutual understanding and trust
2. Working with clients in conflict and difficult situations.
- What is conflict?
- Typology of conflicts.
- Strategy of behavior in conflict situations.
- Identification of individual strategies.
- Methods for constructive resolution of conflict and difficult situations.
- Work with the client's aggression. What if the client does not want to shout and listen to you?
- Effective ways to remove negative emotions and affect the client.
- Responses to offensive phrases and "hit" of customers. What to answer when no answer?
- Algorithm response to constructive criticism customer.
3. Objections and resistance of customers
- Classification and typology of resistance and objections
- Algorithm of mining.
4. Professional work with complaints.
-10 Reasons seriously about complaints.
- Financial losses from companies inattentive attitude to the claims of clients.
- Complaint as a gift. The use of complaints and claims as benefit of the company.
- Types of complaints: the objection, complaint, emotional outburst, and behavior of each type.
- Five Steps professional response to the customer's complaint.
- Work with the complaint after solving the problem. How to use the information on the complaints to improve the business processes of the Company.
- The collection of statistics on the complaints.
- Use the information to prevent future complaints, to prepare for future situations to improve performance standards.
5. Stress management.
- What is stress. How to cope with stress, technology "quick recovery" and start operation. Methods of protection from aggression and negativity. Saving your resources

All participants will receive a certificate of attendance

In case of questions or concerns, please, contact:
Alla Hovhannissyan, AEB North-Western Regional Committee Coordinator: alla.hovhannissyan@aebrus.ru
Tel. +7-911-012-6746