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PRODID:-//Light House Training and Consultancy (LHTC) - ECPv6.17.1//NONSGML v1.0//EN
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X-ORIGINAL-URL:https://lighthouse-tc.com
X-WR-CALDESC:Events for Light House Training and Consultancy (LHTC)
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TZID:Africa/Cairo
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DTSTART:20180101T000000
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BEGIN:VEVENT
DTSTART;TZID=Africa/Cairo:20190703T100000
DTEND;TZID=Africa/Cairo:20190703T160000
DTSTAMP:20190225T092808Z
CREATED:20181206T105821Z
LAST-MODIFIED:20190225T092808Z
UID:746-1562148000-1562169600@lighthouse-tc.com
SUMMARY:CS - Handling Angry Customers
DESCRIPTION:Overview and Objectives \nCustomer is always right. This is not true. However customer is valuable and we need customer to be satisfied. \nCustomers are different in their personality and behavior. Customer could get angry because of many reasons\, their reaction could be vary depend on situation and personality. \nThis workshop focus on how to handle customer complaints and dealing with angry customers to solve the conflict and maintain customer loyalty. \n  \nWorkshop Contents \n\nWe care about customer service\nWhat customers really need? “The PRIDE model”\nWhat customers expect? “ The 5 R’s”\nMoments of Truth\nCharacteristics of Service provider\nBuilding Rapport\nThe Elements of Communication (Visual  / Vocal / Verbal )\nThe Communication styles\nThe Communication tools\nWhy Customers get angry?\nTools to absorb customer’s anger\nDealing with difficult People / Customers\nCommon Complaints\nHandling customer complaints\nSelf Tactics to handle irate customers – Stress Management
URL:https://lighthouse-tc.com/event/cs-handling-angry-customers/
CATEGORIES:Sales, Marketing and Customer Service
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