Skills and techniques for managing dissatisfied customers
Featured in the Complaint handling for positive outcomes training manual
By Nina Lockwood
Category: Customer Service
Credit price: 4 download credits (Single user)
There are many interpersonal skills and techniques that we use in our everyday interaction with our customers and work colleagues. Most of these are used quite naturally and are displayed in our ‘normal’ behaviour. However, when faced with a customer who is less than happy with an aspect of our product or service, there is a natural tendency to become defensive and to react to the customer’s behaviour instead of making a reasoned response. To ensure a positive outcome, we need to be aware of the most appropriate behaviours to be used when dealing with dissatisfied customers, and to be able to call upon these various skills and techniques when required.
You introduce the participants to three distinct areas in relation to the most effective behaviours used to deal with dissatisfied customers: attitude; techniques; skills. You explain that the area of ‘attitude’ focuses on the need to remain positive, be customer-focused at all times and to take ownership of the particular problem or issue that the customer has presented. Various examples of complaint handling encourage the participants to contribute their own views and experience. A group exercise on positive language concludes the exercise. You introduce the various techniques via observed skills practice scenarios, followed by a feedback discussion. All participants receive feedback on the performance. The ‘skills’ section of the training activity covers listening, questioning and saying ‘no’ - positively! Working with the main group, you use brief exercises to emphasise the importance of effective listening and questioning. The participants then work in small groups to discuss reason why they might need to say ‘no’ and the most appropriate way to do this. You conclude with a review of the learning and a light-hearted check on whether the ‘listening’ skills have improved throughout the session.
Who is it for: This training resource is intended for use by trainers to help participants use the most appropriate behaviours when dealing with dissatisfied customers, and highlights the impact of these behaviours along with the ultimate benefit to the business.
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 03:00:00 |
| No of Pages: | 24 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers with all members of staff, particularly those with customer-facing responsibilities, whether face to face or on the telephone.
Download the training activity, Skills and techniques for managing dissatisfied customers as featured in the Fenman training manual; Complaint handling for positive outcomes