Managing Customer & Client Relationships
In Partnership With:
More customers - and clients - are stressed by today’s economic and social pressures. For many, this stress shows itself in aggressive, hostile, threatening and rude behaviour to LDC staff, most notably those in Customer Service. However, this behavior can also occur in interactions with clients - both internal and external ones. This course looks at the main causes of customer stress; provide strategies for dealing with exceptionally poor customer behaviour; shows how to use language, listening and questioning skills to maintain control of customer conversations and reduce the stress involved in dealing with difficult people. Ideal for anyone who comes into contact with customers and clients, including internal ones. This course is one of the most highly requested in the MEARIE curriculum.
The following topics will be covered:
Who Should Attend?
Understanding customers/clients begins with understanding yourself - where do you shine and where may you struggle when dealing with other people
The four factors driving customer/client behaviour today: technology, immediacy, economy and loss of control – how to pick up signals from customers/client about what is driving their behavior and how to respond appropriately
The eight critical customer/client concerns and how to deal with them
The implications of Bill 168 when dealing with aggressive or hostile customers/clients
The concept of “customer/client pain” and how to recognize it and alleviate it
How to use listening and questioning skills to diffuse difficult situations
Ten key principles of “neutral language” when working with customers
The “dark side” and “light side” of customer/client relationships, and how to avoid “crossing over”
Some key principles for working together better within the customer/client service team
Anyone who works directly with customers and clients, including Supervisors and Managers.
Course Dates and Registration:
NOTE: The March session will be offered virtually.
This course qualifies for 6.5 hours of CPD with HRPA upon successful completion.