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Handling difficult situations

CUSTOMER RELATIONSHIP

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

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Objectives

  • Develop your ability to manage your emotions and learn to refuse without losing the customer
  • Improve the quality of complaints handling and turn it into an opportunity to build customer loyalty
  • Know how to manage tension and conflict situations, and develop emotional control

Intra

Our INTRA sessions enable you to customize the training to your context and challenges, with specific anchoring options.

 

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Contents

  • 5 x 2-hour video sessions or 2 days face-to-face
  • 3 hours of e-learning capsules before each session
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Training start date: Training can start 8 days after signature of the agreement or receipt of the OPCO funding agreement. 

Customer reviews

 4.2/5 (2179 reviews)

Success rate* (%)

98% 

* These indicators are updated each year on the basis of consolidated data from previous years.

Source of indicators: List of trainees/learning validation quiz/training evaluation

Last date for updating figures: 15/05/2024

Program

1

Training schedule

The customer and his vision of situations

  • Self-observation sheet
  • Persona sheet
  • Analysis of customer satisfaction and discrepancies

 

Practical activities:

  • Carry out 2 self-observations on the real situation of two of your customers
  • Complete two persona cards and share your thoughts on what characterizes them.
  • Carry out a customer satisfaction analysis for two customer accounts you work with on a regular basis

Managing a claim - DESC method

  • The consideration pyramid
  • DESC Method - Dealing with dissatisfaction
  • The map of emotions

 

Practical activities:

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

Dialogue tools for managing situations

  • Dialogue cards
  • BACI screen

 

Practical activities:

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

Managing written responses

  • Communication styles and written communication
  • To do / Not to do
  • Mail structure template

 

Practical activities

  • Use the keys to assertiveness on 3 "tense" situations you may encounter and write them down
  • Use the response frame for 3 of the most frequently received request types

Personality styles and keys to coping with stress

  • The DISC personality grid
  • Tony Robbins' triad
2

After training

  • Questionnaire for validating prior learning


Before each session

Participants complete the corresponding e-learning.


During the session

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


After each session

Participants are given exercises to apply in their own context.

TRAINING METHODS

Public

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

 

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

Prerequisites

A placement questionnaire is sent out before the start of the course to assess the level of the trainee's skills.

Evaluation

At the end of the course, participants will be given a questionnaire to validate their learning and establish the extent to which they have achieved their training objectives.

 

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

NUMEROUS TRAINING COURSES AVAILABLE

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Succeeding in remote customer relations

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

Developing an effective customer culture

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

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Would you like to discuss your training needs?

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Customer Conflict Management : Solutions and Best Practices

Customer conflict management is an essential aspect of any business focused on customer satisfaction. Whether it's resolving complaints, appeasing an unhappy customer or turning a negative experience into a loyalty opportunity, this skill is crucial. In this article, we'll explore best practices for effectively managing customer conflicts, improving the customer experience and preserving your company's image.
 

What is Customer Conflict Management?

Customer conflict management involves identifying, managing and resolving disputes or disagreements between the company and its customers. This can involve a variety of issues, such as late deliveries, defective products, billing errors or service problems. Effective conflict management preserves the customer relationship, builds trust and avoids negative impact on brand image.
 

How do I handle a customer dispute?

To manage a conflict with a customer, it is essential to follow certain key steps:
1. Listen carefully to the customer's concerns and expectations.
2. Express empathy and show that you take the problem seriously.
3. Identify possible solutions and suggest alternatives for resolving the conflict.
4. Act quickly to solve the problem and follow up to ensure customer satisfaction.
 

Best practices to appease a dissatisfied customer

To appease a disgruntled customer, here are a few best practices to follow:
- Remain calm and professional, even when dealing with aggressive customers.
- Offer a sincere apology for any inconvenience suffered by the customer.
- Propose appropriate solutions and follow up to ensure the problem is solved.
- Demonstrate flexibility and responsiveness to meet specific customer needs.
 

Efficient handling of customer complaints

Handling customer complaints requires a structured, proactive approach:
- Set up a clear and accessible complaints management system.
- Train your team in conflict resolution and effective communication.
- Use tracking tools to ensure fast, transparent follow-up of claims.
- Involve customers in the resolution process and ensure their ultimate satisfaction.
 

Turning dissatisfaction into satisfaction

To turn a dissatisfied customer into a satisfied one, it is crucial to show your commitment to solving the problem:
- Take the initiative to contact the customer 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.
 

The impact of poor conflict management on corporate image

Poor conflict management can have a negative impact on a company's image:
- Reduced 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.
- Litigation and compensation costs.
 
In conclusion, effective customer conflict management is a crucial element of your overall customer relations strategy. By following best practices and focusing on rapid, satisfactory problem resolution, you can not only preserve customer relationships, but also strengthen your company's reputation and competitiveness.
 
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