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techniques on handling difficult customers

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I am preparing a training session on handling difficult customers for agents at a large call-center that I work in. I am familiar with the basic information so I am looking for more detailed info and some excersises,stories,quotes that I can use.
Can anyone help?
Antoinette Elaro

4 Responses

  1. Difficult customers
    Hi

    I’ll be adding some more free resources over the next few weeks on my website (www.supremacytraining.com)
    on ABC conflict avoidance, difficult customer rules and a case study of a difficult customers with techniques. If you or anyone else wants these, drop me a mail at info@supremacytraining.com and I will send them to you as soon as they are ready.

    Best Wishes

    Rich

  2. Stories etc.
    Hiya,

    I remind the group of the movie Pretty Woman as an example of paradigm shifts – the bit where Richard Gere’s character thinks that Julia Roberts is taking drugs in the bathroom, and how his perspective changes when he realises she is flossing her teeth. There are many stories in the Chicken Soup for the Soul books which can relate to challenging customers as well.

    I have also used a debate on a topical subject (most recently – should parents be able to smack their children) and the debreif has been about managing emotions.

    Hope this is useful for you, let me know if I can help any further.

    Regards
    Gillian

  3. Difficult Customers
    As a call centre specialist you are probably more experienced than most to understand some of the development issues. A useful option to consider is apsects of NLP, particularly in mirroring or matching around voice, breathing, pitch ,etc on the phone. It does work in call centre situations and is a useful tool to have when dealing with difficult customers. There are numerous web sites with ideas and methods available. Good luck.

    Alec

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