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According to survey a dissatisfied customers convey his experience to 14 persons while satisfied only 4. According to this its better to retain your old customer. My option is Training to deal with difficult customers.
I would like to start by saying that there is no one single training program that will suffice. It is never either or. I would always recommend to start with the most pressing need of the staff, as a developmental priority, and then assess the ROI of the training.
Anger management training could do its best to any customer service agent because the type of customer on has to deal with is never foreseen. It would be ideal to to be prepared to deal any kind of customer at whichever situation. There could even emerge certain customers who would provoke even the most polite agent. As a preventive measure it is recommended to undertake this program.
Being in a customer service is a very challenging and stressful environment, as we need to deal different types of clients. Providing training to Customer Service Agents are very important to improve their skills and to educate them how to deal with different types of customers. Proper customer service satisfies the customer. Satisfied customers leads to the success of a team or the organization.
A customer is a very difficult creature to deal with. ... During my extremely extensive customer service career, some rude customers vent their anger on customer service agents by trying to get personal. Since we're professionals we can handle it with the appropriate training, resulting in a WOW customer. We all need to understand that a customer are like small children, we need to talk to them as if we are talking to our loved ones, But one needs to be "Assertive".
Anger is not the only challenge that a customer service agent faces, and sales training is not the only skill that can help agents to sell better.
Different customer attitudes require knowledge and ability of how to handle, anger is one attitude and there is a reason for being angry, the ability to identify the reason is crucial for being able how to handle.
"Handling difficult customers" is more comprehensive than handling angry customers, "emotional intelligence" is more comprehensive than just anger management
self understanding and self control are essential for positive attitude and high performance.
A skillful sales agent without self control could be a disaster.
I would recommend emotional intelligence rather than anger management because a sales agent who can choose his attitude to achieve objectives is much more efficient than a sales or a customer service agent who can not get sales because of an attitude obstacle.
First of all Service agent should be calm enough to hear what customer is saying rather than reacting so that training is much more important than anger management and sales training is always an add on for upselling
Being in a sales environment is often quite stressful because of targets, trying to get client meetings, trying to close a certain deal etc.
" The Customer is Always Right " attitude according to me should be revised as there are plenty of times the customer is wrong....
Through proper training and development a CSR can make a customer feel good and correct the customer at the same time. In today's dynamic environment let's say for example a small eatery on a busy promenade serving customers regularly. Now due to the eatery being busy there is a high chance that orders might be delayed which can lead to irritation from the customer. However an apology and kind gesture of offering them tea or coffee or a cold drink while they wait for their food can do wonders.
Do the business offer proper training to their team? Big outlets and famous franchises yes ( to an extent you do get the odd one out at time), smaller outlets - can be a hit and a miss.
A business in the service industry should initially invest in the employees, proper training and development, logical reasoning, ability to handle difficult situations and constantly look to upgrade the employees skills regularly. This all seems very easy on paper and is practically difficult however this is what will set the service standards apart.
Both anger management as well as sales training move hand in hand. As a result of which both the training are equally responsible to bring about an overall development in the way the employee will do his job well.
Training customer service professionals on anger management is the best choice in this case. Once a difficult customer is satisfied, that customer could introduce their friends or family to the business which in turn leads to an increase in sales.
