Defuse Your Angry Customers – Active Learning Through Role Play Sessions

Category: Aci Code Requirements And Specifications For Concrete Design, Construction And Repair Training

Course Description

A 100% Interactive Workshop Packed with Real-time Strategies for Calming Down & Soothing Angry Customers

Course Objectives

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  • Understand the Psychology of “Why”, “When” and “How” customers get angry
  • Recognise situations that can cause frustration for customers, and seek ways to minimise the issues
  • Realise the importance of maintaining a good emotional state when dealing with angry clients
  • Develop awareness of how to objectively assess the situation and separate the customer from their behaviours
  • Master four easy-to-use strategies to always calm down an angry client
  • Understand the importance of both verbal and non-verbal communication in tough situations
  • Learn to regain control of the conversation if the customer uses bitter or abusive language
  • Become aware of how “Excuses” can further escalate the situation.

Who Should Attend

  • All Customer-facing Business Professionals

Benefit of Attending

By the end of this course you will be able to:

  • Have better control on your emotions
  • Practice ways to diffuse anger calmly and patiently while handling your most irate clients
  • Master the tips and tricks to keeping your calm under most pressured working environment and handling difficult customers
  • Better exercise your reactions using emotional intelligence
  • Use and exercise the right strategy required to handle varying/alarming customer reactions
  • Accurately observe, read, decode body language, thoughts and be able to predict your customers mood at a glance
  • Use non-verbal communication to build rapport and empathise with your client
  • Speak the language that will help you sell and deal with your customer leaving a positive last impression.

Course Outline

  • Module One: Introduction “The Psychology of Anger”

    • Introduction to learning objectives
    • Role Play#1: Angry? Really Angry? – How well do you handle angry customers?
    • Why do people get angry?
    • How Angry is expressed
    • The importance of handling angry clients
    • Role Play#2: Attention! Where “lays” your focus?

     Module Two: Remaining Centered Under Pressure

    • Role Play#3: I Will get to you!
    • 3 Emotional Mastery techniques for keeping calm under pressure
    • Role Play#4: The Flawless Natural – Practicing maintaining calm without being too mechanical
    • When do Clients get angry? (Emotional Situational Analysis Matrix)
    • Video Exercise: Which would you rather deal with?

     Module Three – The Strategies

    • Pacing the customer’s experience – Empathy vs Sympathy
    • Leading the client to a more favourable state: 4 easy strategies to use when customers get angry
    • Exercise: Paving the road map – When to use each strategies (Linking Strategies to the Emotional Situational Analysis Matrix)
    • Role play#5: Using The Correct Strategy
    • Role play#6: Using The Wrong Strategy
    • Demonstration – How customers respond to different strategies
    • Reflection and Wrap up
  • Module Four: The “How” of communication

    • Exercise: Do you trust me?
    • The true meaning of communication: Body Language and Tone of voice
    • Role play#1: I am not convinced – How customers respond to non-verbal messages
    • Video Exercise: Would you buy from this car salesman?
    • Role play#2: unconscious tactics – Using non-verbal communication to build rapport and create empathy

     Module Five: Questions?

    • Demonstration – The power of words
    • Toxic Words never to use with angry customers
    • Role Play #3: Calm me “Blindly” – Understanding how customers respond to certain words
    • Should I ask Questions?
    • Exercise: Focus Directing Questions
    • Role Play: Any Questions? – Using Questions to redirect the focus of the customer

     Module Six: BONUS MODULE – What other Types of Clients?

    • 3 Bonus Strategies to deal with
    • Bonus Role play#1: Dealing With the “Complainers”
    • Bonus Role play#2: Dealing with the “All I can Get” attitude
    • Bonus Role play#3: Dealing With “Passive/Non-responsive” Customers
    • Reflection and Wrap up.