Confident customer conversations
Customer expectations have changed – equip yourself with the confidence and skills to handle challenging conversations.
This practical one-day workshop takes an emotional intelligence approach to customer service, helping participants recognise and manage emotions – their own and those of their customers – to create more productive conversations. Learn all this and more over the course of a day with expert trainer Scott Rumsey.
Price = £249 + VAT
Full details below…
Customer expectations have changed.
Since the COVID pandemic, many customer service professionals report dealing with conversations that are more emotional, more demanding and, at times, more confrontational. Whether customers are frustrated by delays, anxious about costs or simply less patient than they once were, today’s service teams need the confidence and skills to respond positively under pressure.
Rather than relying on scripted responses, delegates will develop the judgement, empathy and communication techniques needed to build trust, reduce tension and achieve positive outcomes.
A particular focus is on handling complaints and other difficult conversations with confidence and professionalism. Through realistic scenarios, practical techniques and interactive exercises, participants will leave with strategies they can use immediately to de-escalate conflict, maintain positive relationships and deliver an outstanding customer experience, even in the most challenging situations.
Learn all this and more over the course of a day with expert trainer Scott Rumsey.
- Use an emotional intelligent approach to deliver GREAT Customer Service
- Manage their own emotional responses and stay calm under pressure
- Understand the role played by emotion
- Apply an empathetic conversation framework to handle emotionally charged situations with confidence
- Use clear, compassionate language to build trust while maintaining appropriate boundaries
This workshop is delivered by Scott Rumsey.
A Lead Consultant at Maximum Performance, Scott is a very experienced and enthusiastic trainer, facilitator and coach. He relishes the opportunity to help managers succeed in their roles and careers. His prime aim is to encourage managers to get the best out of their people by understanding how they want to be managed and what motivates each individual.
Dress code: smart casual
Venue: TBC
Agenda
1. The role played by emotion
- Trends in customer service
- Why have people become more intense when speaking with customer service staff?
- What effect is it having on those who work in this kind of role?
2. Using GREAT for an emotional intelligent approach to Customer Service
- G is for GREET
- R is for RECOGNISE
- E is for EMPATHISE
- A is for ACT
- T is for THANK THE CUSTOMER
3. Being confident in handling challenging situations
- Thinking fast and slow
- Taking the H.E.A.T. out of the situation
- Staying calm when others are emotional
4. Assertiveness in Customer Service
- The difference between passive, aggressive and assertive behaviours
- Setting boundaries
- Saying ‘No’ or disagreeing with empathy and respect
5. Resilience in Customer Service
- Protecting your wellbeing after a difficult call
- Reaching out to others
- Building and sharing coping strategies for ourselves and others
- Learning from experience
6. Action plans and next steps
- What will you take away from the session?
- What will you start, stop and continue?
