Recommended Class Size:
16-20 pax
Format:
Instructor-led, classroom delivery (may be converted to virtual delivery)
Methodology:
The training programme uses a blend of interactive lectures, role-playing exercises, group discussions, case studies, and feedback sessions to ensure participants not only learn key concepts but also apply them in practical scenarios. The emphasis is on active learning and immediate application, allowing participants to gain confidence and improve their customer service techniques.
Learning Outcomes:
By the end of the course, participants will be able to:
- Communicate a refusal or denial in a way that is positive and solution-oriented.
- Apply the 4 As of Apology (Agree, Apologise, Act, Appreciate) to effectively resolve customer complaints.
- Utilise techniques to de-escalate tense situations and turn potentially negative interactions into positive experiences.
- Demonstrate enhanced emotional intelligence when handling challenging customers.
Programme Highlights:
- Saying No Positively:
- Discussion on the importance of saying no without damaging customer relationships.
- Techniques for reframing a "no" into a positive alternative.
- Role-playing scenarios to practise delivering refusals in a constructive manner.
- The 4 As of Apology:
- Introduction to the 4 As of Apology: Agree, Apologise, Act, Appreciate.
- Case studies and examples of effective and ineffective apologies.
- Group activity: Crafting and delivering apologies based on real-life scenarios.
- De-escalating Tense Situations:
- Identifying the signs of escalating tension in customer interactions.
- Techniques for maintaining composure and diffusing anger or frustration.
- Interactive exercise: Handling high-pressure situations through de-escalation strategies.
- Integrating Skills:
- Role-play exercises combining refusal, apology, and de-escalation techniques.
- Peer feedback and group discussion to refine approaches.
- Developing personalised action plans for implementing these skills in the workplace.
Course Duration: 1 Day (8 hours)