Pleasing those hard to please customers

OBJECTIVES:

By the end of the course, delegates will be able to:

1. Identify what your hard to please customers are really like.
2. State and use strategies for dealing with these customers.
3. Understand the varying types of hard to please customer.

PROGRAMME:

• Why do customers leave?
• Complainer statistics
• Strategies for dealing with hard to please customers
• Creating hard to please customers!
• Magic words and phrases to make customers happy
• Types of hard to please customers
  • Pit Bulls
  • Powder kegs
  • Demanders
  • Sarcastics
  • Know it alls
  • Grumblers & Nopes
  • Negatives
  • Nit pickers
  • Quiet avengers
  • Friendly Time robbers

METHODOLOGY

The course will include theory, tutor led discussion, practical exercises and syndicate work.

DURATION

½ or 1 day