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Customer service to the great customer is easy. How
about to the not-so-great customer? This session
examines the types of difficult people you are most
likely to run into and helps you identify specific
strategies to improve your service effectiveness with
them. You will look at causes of conflict and how
personality differences influence our perceptions of
others. You will have the chance to try out specific
strategies for dealing with difficult people.
BY THE END OF THE SESSION YOU WILL:
Understand the causes of conflict
Know how to practice active listening
Understand how personality differences shape
communication
Develop problem solving skills
Develop skills to deal with difficult people
TOPICS INCLUDE:
What Causes Conflict
Communication Breakdown
Perception Problems
Lack of Knowledge/Understanding
Listening Skills
Barriers to Listening
Active Listening: Asking the Right Questions
Can You Hear What I Hear?
Personality Differences
What Shape Are You?
Understanding the Shapes
Communicating With the Shapes
Calming the Storm
The Energy of Emotions
Determining the Complaint or Problem
Problem Solving Skills |
