Handling difficult situations in

CLIENT RELATIONSHIP

This training will enable you to acquire solid knowledge and skills in managing difficult situations in customer relations in order to approach these situations as a means of enhancing the company's image and finding satisfactory solutions for your client and your company.

DISCOVER OUR TRAINING

Objectives

Intra

Our in-house sessions allow you to customize the training to your specific context and challenges, with specific anchoring options.

Discover our program

Content

Training access time: The training can start 8 days after the agreement is signed or the OPCO support agreement is received.

Customer reviews*

4.2/5 (2179 reviews)

Success rate*

98%

* These indicators are updated each year using consolidated data from previous years.

Source of indicators: List of trained learners/knowledge validation quiz/training evaluation

Last updated figures: 15/05/2024

Program

Training schedule

The client and their view of situations

Self-observation form
Persona sheet
Analysis of customer satisfaction and gaps

Practical activities:

Make 2 self-observations on the real situation regarding two of your customers.
Complete two persona profiles and discuss their characteristics together
Conduct a customer satisfaction analysis for two client accounts with whom you work regularly.

Handling a complaint - DESC Method

The consideration pyramid
DESC Method – Handling Dissatisfaction
The emotion map

Practical activities:

Conduct a pyramid of consideration analysis on one of your personas.
Prepare at least two client sessions using DESC
Listen to the customers' words in two or three situations to capture the emotions and take them into account.

Dialogue tools for managing situations

Dialogue Maps
BACI Framework

Practical activities:

Listez des exemples de questions ou expressions pour chacune des cartes KESTIO
Complete the RACI matrix for at least two of your offers

Managing written responses

Communication styles and written communication
To do / Not to do
Email structure framework

Practical activities

Use assertiveness techniques on 3 "tense" situations you may encounter, and take notes
Use the response framework for 3 of the most frequently received types of requests

Personality styles and coping with stress

The DISC personality matrix
Tony Robbins' triad

After the training

Knowledge validation questionnaire

Before each session

Participants complete the corresponding e-learning module.

During the session

The trainer facilitates with quizzes, individual or collaborative exercises, challenges, and role-playing.

After each session

Participants complete practical exercises relevant to their own context.

TRAINING MODALITIES

Public

Sales representatives, business developers, technical sales representatives, consultants, sales managers.

All our training courses are accessible to people with disabilities. Contact us for specific support tailored to your needs.

Prerequisites

A positioning questionnaire is sent before the start of the training to assess the level before entering the training.

Evaluation

At the end of the training, participants will receive a questionnaire to validate their learning and establish the extent to which the training objectives have been achieved.

The results of this questionnaire will be provided to the client at the end of the training, during a post-training follow-up meeting (debriefing).

MANY TRAINING COURSES AVAILABLE

Also discover

Succeeding in remote customer relations

Training to acquire the keys to successful remote customer communication in order to meet customer requirements.

Develop an effective client culture.

Training to understand the importance of customer satisfaction, the customer journey, and the elements of a successful customer experience.

Would you like to discuss your training needs?

Managing Client Conflicts: Solutions and Best Practices

Managing customer conflicts is an essential aspect of any company focused on customer satisfaction. Whether it's resolving complaints, appeasing a dissatisfied customer, or transforming a negative experience into a loyalty-building opportunity, this skill is crucial. In this article, we will explore the best practices for effectively managing conflicts with customers, improving their experience, and preserving your company's image.

What is Customer Conflict Management?

Managing customer conflicts involves identifying, handling, and resolving disputes or disagreements between the company and its customers. This can concern various aspects, such as delivery delays, defective products, billing errors, or service issues. Effective conflict management helps preserve the customer relationship, strengthen trust, and avoid negative repercussions on the brand image.

How to Manage a Conflict with a Client?

To manage a conflict with a client, it is essential to follow certain key steps:

1. Listen carefully to the customer to understand their concerns and expectations.

2. Express Empathy and Show That You Take the Problem Seriously

3. Identify possible solutions and propose alternatives to resolve the conflict.

4. Act quickly to resolve the issue and follow up to verify customer satisfaction.

Best Practices for Soothing an Unhappy Customer

To soothe a dissatisfied customer, here are some best practices to follow:

– Remain calm and professional, even when dealing with aggressive customers.

– Offer a sincere apology for any inconvenience experienced by the customer.

– Propose suitable solutions and follow up to ensure the problem is resolved.

– Demonstrate flexibility and responsiveness to meet the client's specific needs.

Effective Handling of Customer Complaints

Handling customer complaints requires a structured and proactive approach:

– Implement a clear and accessible complaint management system.

– Train your team in conflict resolution and effective communication.

– Use tracking tools to ensure quick and transparent follow-up on complaints.

– Involve customers in the resolution process and ensure their final satisfaction.

Transform Dissatisfaction into Satisfaction

To turn a dissatisfied customer into a satisfied one, it's crucial to show your commitment to resolving the issue:

– Take the initiative to contact the client to understand their needs and expectations.

– Offer personalized solutions and appropriate compensation to rectify the situation.

– Remain transparent and communicate openly about the actions taken to resolve the problem.

Impacts of Poor Conflict Management on Company Image

Poor conflict management can have negative repercussions on the company's image:

– Decreased customer satisfaction and loyalty.

– Damage to the company's reputation and risk of negative word-of-mouth.

– Loss of customers and market share to better-perceived competitors.

– Costs associated with disputes and financial compensations.

In conclusion, effective management of customer conflicts is a crucial element of the overall customer relationship strategy. By following best practices and focusing on quick and satisfactory problem resolution, you can not only preserve the customer relationship but also strengthen your company's reputation and competitiveness.