Awkward or Angry Customers - Searchlight Insurance Training

Awkward or Angry Customers

Most customers don’t set out to be awkward or angry – they become so due to other events. However, once they are angry or awkward, they need to be looked after in the most effective and positive manner. Occasionally, customers will use a minor problem with a purchase as an outlet for frustrations caused elsewhere.

Such customers present a challenge to staff who have to defuse the situation. Time spent dealing with these situations is a cost to the firm. Even where the firm is to blame, taking the emotion out of the situation will speed the resolution of the complaint.

This one-day participative workshop will demonstrate the emotions behind these calls and how to communicate effectively to help control the situation and achieve a win/win solution. These techniques will reduce work-place stress on employees who might otherwise be subject to tension and, ultimately, illness.

The workshop will involve Role Plays and end of workshop Action Planning.

Employers will benefit just as much as their customers from staff proficient in dealing with otherwise damaging disputes. There is a wealth of evidence to show that customers who believe they have been listened to will respond with greater loyalty in the future.

Level: Introduction

Duration: 1 day(s) CII CPD Hours: 6


Delegates who successfully complete this workshop will be able to:

• detail what a complaint is and why people complain

• deal with misunderstandings, scepticism and drawbacks

• review behavioural styles and understand how conflict may arise

• learn how their attitude effects their response

• develop effective communication techniques

• deal with awkward customers

• handle objections and take ownership