The Central Objectives of this programme are as follows:

• Identify the causes and triggers for difficult customer behaviours and conflict.
• Identify and differentiate between the different types of conflict.
• Recognize the dynamics and impact of anger and conflict on behaviour and service relationships.
• Complete a profiling instrument to identify your preferred conflict style.
• Recognize the factors that influence when and how you use your conflict style and its impact.
• Read customers conflict behaviours more effectively so you can adapt your style, and match your approach to achieve better outcomes.
• Select strategies and use language to defuse conflict and take control of the situation.
• Use persuasion and influencing strategies to shift customers into agreement.
• Use problem solving techniques to assess needs, identify options and formulate solutions.
• Utilise negotiation strategies to secure agreements with customers. Select self-management strategies to remain calm, focused and avoid being hooked into conflict.
• Identify effective customer escalation procedures and personal safety protocols.

Designing Approach

Tailor-Made for Your Needs: Solid State Training Solutions works closely with every client as a long-term strategic partner. We conduct pre-training requirements process which includes collecting details of the registered delegates and conducting training needs analysis meetings to align the training solution with the client’s objectives.

Delivery Methodology

• Simulation – providing life-like scenarios through structured learning experiences and to improve business awareness and management skills.
• Role Play – acting-out situations in groups, under the supervision and feedback of a lead coach.
• Presentations, Videos and Video Recording – visual materials to support presentations of theory.
• Games – learning is fun with Solid State Training Solutions! Using a variety of tools and games to emphasize the learning experience.
• Discussions – use two-way communication between the trainer and the trainees to increase learning opportunities.
• Questionnaires – to gather information from the participants, attributed or anonymous, free-form questions and multiple-choice.
• Case Study Analysis – a key tool for such workshops, either individuals or groups review the materials provided to understand a key message and then present their findings to the other participants.

How would you — and your organization — benefit from being able to successfully do the following?

Imagine the personal and professional rewards you could earn from being able to implement this kind of exceptional customer service. Customer complaints will drop, refunds and returns will dwindle and your organization reputation as being genuinely "customer conscious" will spread. Additionally, you will be able to minimize the stress and frustration that can come from being overwhelmed by difficult customer interactions. It is a win-win for everyone involved!

By the end of this course, participants will be able to gain the following:

• Make direct customer encounters more positive, productive and profitable.
• Discover innovative ways to cope with client demands and complaints.
• Utilize strategies that can help develop a rapport with all types of "prickly personalities".
• Resolve complaints quickly — and to everyone satisfaction.
• Repair soured relationships with customers who otherwise would have been lost forever.