Managing dissatisfied customers

This training aims to share (or remind) the principles of effective interpersonal communication and to provide a proven 8-step methodology for successfully managing a dissatisfied client. Note that this methodology can also be applied to other contexts of tense relationships between individuals.

The training will also help to better understand the process of request management, enabling managers and coordinators to better manage each step with message templates to communicate as the process progresses, in order to standardize responses and minimize stress when it comes to saying "no" or announcing bad news (such as delays or cancellations, for example) to the person making the request.

The following topics will be covered :

1. Review of interpersonal communication dynamics and their challenges
2. Identifying the types of requests that can be made and typical expectations for these requests
3. The importance of managing expectations and what you can control in managing them
4. Managing expectations versus managing the problem
5. Choosing the most appropriate mode of communication depending on the situation (in person, phone call, email)
6. The 8 proven steps for effectively managing difficult customers
7. Understanding the process of managing requests
8. Understanding how to facilitate expectation management and minimize stress within a service by using email templates for each step of the process

Teaching approach :

• Presentation of theory and tools on-screen
• Interactive discussions at various points throughout the training to help participants understand the concepts
• Workshop with role-playing exercises to put into practice and master the 8 proven steps for managing difficult customers.

Director of service, team manager, process or request management coordinator, or any professional who wishes to improve their communication and influence skills in relational contexts that may be tense or complex.