From: Phone Forward (info@phoneforward.com.au)
Date: Wed Oct 08 2003 - 10:43:05 WST
COURSE: Dealing with Difficult Customers
CONTACT: Phone Forward
Tel: 08 9221 5544 Fax: 08 9221 5550
Email: info@phoneforward.com.au
Web: www.phoneforward.com.au
DATE: Wednesday 29 October 2003
TIME: 8:30 am to 4:00 pm
COST: $275.00 GST exempt
BOOK: On line at www.phoneforward.com.au
Call us on 08 9221 5544
VENUE: Level 2, 297 Hay Street, East Perth WA 6004
RELEVANCE TO THE PUBLIC SECTOR: Recommended for all call/contact centre
agents, customer service, administration, help desk, receptionists and
anyone in your organisation who deals with customers on the telephone.
COURSE OBJECTIVES: Learn how to deal with ‘phone rage’, irate customers and
impatient callers who make unreasonable demands. You will improve your
quality of life at work by using advanced call management skills to cope
with those ‘out of control’ callers. Learn how to stay in a positive frame
of mind, to not take things personally and calmly move those challenging
telephone conversations towards a positive outcome.
Identify essential self–management skills which will remove the chance of
conflict and escalation. Come and participate in this dynamic and
highlypractical workshop to learn how to handle the difficult and
frustrating behaviour of other people in a way that leaves you free and
satisfied. Be productive, proactive and positive.
COURSE OUTLINE:
- develop effective strategies for managing challenging situations
- stay in a positive frame of mind and not take things personally
- reduce your stress by identifying your emotional triggers
- give a customer bad news, while staying calm and still providing service
- avoid using negative, irritating and customer deflating words
- give clear explanations without laying blame and getting defensive
- be patient when the other person is not listening to your point of view
- use the LASER technique to maintain momentum
- restore your sanity, positivity and energy!
Phone Forward
PO Box 6184
East Perth WA 6892
Tel: (08) 9221 5544 Fax: (08) 9221 5550
www.phoneforward.com.au info@phoneforward.com.au
To tap in to the power of your telephone, visit www.phoneforward.com.au
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