Course Duration: 1 Day (8 hours)
This 1-day training programme is designed to equip customer service professionals with the skills to manage difficult situations effectively. Participants will learn how to say "no" in a positive manner, master the 4 As of Apology, and develop techniques for de-escalating tense interactions. The programme emphasises practical applications, enabling participants to enhance customer satisfaction and loyalty, even in challenging scenarios.
What Learners Will Achieve
- 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.
Target Audience
This course is catered for:
