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Key Communication Skills for Difficult Customer Interactions
Join us for this solution and skill focused webinar and gain practical considerations and steps customer service professionals and others who work in customer-facing jobs (or who supervise those who do) can follow to handle difficult customer situations as effectively as possible. When you attend this informative session focused on customer communication strategies that can make a difference when you find yourself dealing with difficult customers. You’ll learn:
- Recognizing what you can and cannot control in customer interactions
- Tips for avoiding taking negative customer behaviors personally
- Nonverbal communication skills to maintain an appropriate demeanor
- Recognizing and seeking to identify the source of customer anger or dissatisfaction
- Maintaining control in difficult customer situations
- Best practices for setting boundaries to refocus on the matter at hand
- Verbal communication skills to convey empathy, listen, and respond effectively
- Key communication tips to avoid saying something that could make things worse
- How to structure messages to focus on finding a resolution to the problem
- Recognizing when to get higher-level personnel involved and how to escalate
- Moving past difficult customer encounters
Overview of the webinar
Working in a customer-facing job – whether in person, virtually, or otherwise – you’re sure to encounter people from all backgrounds, temperaments, and personalities. Chances are you’ll interact with some individuals who will be a joy to work with, while others may sometimes (or all of the time) prove to be more difficult.
Communication is at the heart of effective customer service. People who interact with customers need to know how to communicate effectively in various customer situations, including those that are difficult. Working proactively to help customers – even those whose behavior comes across as difficult – is key to building lasting customer relationships characterized by loyalty. The communication that takes place between a company’s employees and its customers has a direct impact on the outcome of customer interactions.
That’s why it’s so important for people in customer-facing jobs to have the communication skills necessary to deal with difficult customer interactions as effectively as possible when they arise (as they inevitably will).
Of course, providing effective customer service doesn't necessarily mean giving in to all customer requests—particularly when those requests are unreasonable—or taking unreasonable verbal abuse from customers. However, it does require taking steps intended to defuse difficult interactions while remaining focused on identifying and meeting customer needs. That’s exactly what you’ll learn from this training program.
Who should attend?
- Managers
- Supervisors
- Team leaders
- Business owners
- HR professionals
- Talent management professionals
- Talent development professionals
- Learning & development professionals
- Organizational Development Professionals
- Organizational Excellence Professionals
Why should you attend?
- Customer service representatives
- Customer-facing employees
- Sales professionals
- Call center team members
- Customer service supervisors & manager
- Communication professionals
- Talent development professionals
- Everyone who interacts with customers
Faculty - Ms.Mary G White
Mary Gormandy White is the Managing Director, and she provides management, leadership, employee, team, and HR training. Mary holds graduate and undergraduate degrees in Communication and her certifications include Senior Professional in Human Resources (SPHR), SHRM Senior Certified Professional (SHRM-SCP), and Everything DiSC® Certified Trainer/Accredited Workplace Facilitator.
Mary’s professional background includes extensive experience in management, HR, higher education, and writing/editing. She teaches online PHR, SPHR, aPHR, and SHRM certification prep courses and is a frequent keynote speaker at conferences and association meetings nationwide. She also provides content writing and test item development services and teaches Communication Studies at a community college.
Credits
ComplianceIQ is recognized by SHRM to offer Professional Development Credits (PDCs) for the SHRM-CPSM or SHRM-SCPSM. This program is valid for [1] PDCs for the SHRM-CPSM or SHRM-SCPSM. For more information about certification or recertification, please visit www.shrmcertification.org.
HR (General) recertification credit hours toward aPHR™, PHR®, PHRca®, SPHR®, GPHR®, PHRi™ and SPHRi™ recertification through HR Certification Institute® (HRCI®). Please make note of the activity ID number on your recertification application form. For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org