Gatlin International

Description

Our client management training course is ideal for anyone who deals with customers, vendors or interdepartmental personnel. Receiving verbal abuse from a dissatisfied client is never going to be pleasant. If this situation should occur several times within the same day or week, it will become extremely stressful for the person concerned, ultimately affecting their morale and motivation. However, a client who complains is also a client who wants to remain loyal to the company and provide it with information about certain failures. Giving consideration to such a client means ensuring their loyalty, and also represents a chance for increasing the quality of your service. This positive outcome implies being able to control emotions generated by verbal abuse. It also means mastering certain communication techniques to meet the client’s requirements as effectively as possible.

After completing our client management training course, you will be able to:
• Understand the role of emotions in order to control them better
• Respond to the demands of a dissatisfied client

The benefits of this course for you and your company:
• Increasing client satisfaction by looking to understand their expectations more fully
• Reducing stress related to verbal abuse
• Developing your self-confidence
• Improving the quality of service provided

Outline

Learning plan

Analyse your reaction faced with verbal abuse
• Understand the role of emotions
• Become aware of your emotions
• Control your emotions more effectively

Master communication techniques for an improved response
to dissatisfied clients
• Develop your empathy
• Be able to listen and rephrase the client’s expectation
• Respond to a client’s complaint in 4 steps

Additional Info

Languages

English, French

Course Length

40.00 hours

Duration of Access

3 months

Instructor

Prerequisites/Audience

This course is intended for:
• Assistants
• Sales people
• Any customer contact employee

Requirements/Materials Included