Use these FIVE skills for happier customers 🙂
Sep 22, 2024 6:45 pm
Hi
Imagine it's Monday morning, and before your first sip of coffee, you open an email from a customer that's just full of anger. They want answers and they're NOT HAPPY.🤬
You sigh internally but keep calm—because this is where you shine.
You know exactly what to do, because you've completed HDAA's "Managing Difficult Customer Situations" course and you're ready and prepared to handle it.
Included in your learning, were these five essential skills:
1...Active Listening
Being able to fully focus on what the customer is saying without interrupting them helps you understand the core issue and shows empathy. This can de-escalate tense situations.
2...Emotional Intelligence
Recognizing and managing both your own emotions and the emotions of the customer is critical. Stay calm, avoid becoming defensive, and try to understand the customer's perspective.
3...Problem-Solving
You need to think quickly and creatively to resolve the issue at hand. Offering solutions and alternatives that meet the customer’s needs can help resolve conflicts effectively.
4...Patience
Dealing with difficult customers can be frustrating, but staying patient allows you to remain composed and professional throughout the conversation.
5...Communication Skills
Clear and respectful communication is essential. This includes explaining policies, offering solutions, and ensuring the customer feels heard without escalating tensions.
But there's so much more to it than that!
How do you put these skills into practice? How do you manage your stress? How can you really understand your customer?
The Managing Difficult Customer Situations course will equip you with ALL the skills you need and you'll be diffusing those difficult situations in no time.
Remember, handling these types of interactions might not only improve your customer relationships, but those in your personal life as well.🥰
The next one-day instructor-led course runs on 8th October.
Vote NOW for your favourite topic
Voting is still open for our upcoming Masterclass Webinar series.
To recap: our free Masterclass Webinars will cover ITSM, Service Desk, and Knowledge Management in bite-sized, 1 hour segments. There'll be live and recorded sessions, making it easy to fit into busy schedules.
It's a cost-efficient pathway to certification and the perfect way to take a more gradual approach to holistic ITSM learning.
Here are some of the topics we'll be covering:
- Business Growth & Value Creation
- Operational Stability & Efficiency
- Strategy & Transformation
- Sustainability & Future-Proofing
- Change & Deployment
What topic would you like to see first? What information would help you and your team right now? Vote at the link below and get your preferred topic first.
Don't miss our 25th Anniversary Sale
We’re celebrating 25 years as the leading association for empowering service desk professionals across the IT service and support industry.🥳
To help mark the occasion, we’ve got 25 x ITIL®4 Foundation Exam vouchers available at a heavily reduced price.
⭐Normally $1160, you can get one for just $700 (+GST).⭐
Yes, that’s less than half-price.
So if you’ve done the course but haven’t got around to sitting the exam, NOW is the time.
Get the certification and realise the power of ITIL®4 in your organisation.
Hurry! There are just a few vouchers left!
Get yours now before they're all gone.
Navigating Change Through Self-Management: A Leader’s Guide toSuccess
Navigating Change Through Self-Management: A Leader’s Guide to Success
Navigating Change Through Self-Management: A Leader’s Guide to Su
Upcoming courses
📅2nd - 4th October
HDI® Knowledge-Centered Service Principles (KCSP) Instructor-led training
This Knowledge Management best-practices course will provide support centre supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Service that creates and maintains knowledge as a by-product of the incident management process.
Too busy? Let us do the work for you!
At HDAA we are all about making your work life easier, so if you'd like to book a course, register for an event, find a Template, or just have a chat, then let us do it for you.
We are just a phone call away: 1300 130 447. Our favourite thing is talking to our Members, so make our day and call.
Remember, every email you read brings you one step closer to the weekend. Stay awesome!
P: 1300 130 447
HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
