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Delivering Customer Satisfaction Assertively
Mastering the Art of Saying ‘No’
Face to face / Virtual public schedule & onsite training. Restaurant lunch included at STL venues.
From £495 List price £650
- 1 day Instructor-led workshop
- Courses never cancelled
- Restaurant lunch
Syllabus
Who is this course for?
This course is designed for professionals who are often faced with the challenge of managing customer expectations while maintaining their own workload.
If you find yourself struggling to say ‘No’ to customers without jeopardising their satisfaction, this course is for you.
![Delivering Customer Satisfaction Assertively Delivering Customer Satisfaction Assertively](https://www.stl-training.co.uk/asset/image/course/box/429.jpg)
Benefits
This course will equip you with the skills to handle customer objections effectively, negotiate successfully, and close deals while ensuring customer satisfaction.You’ll learn how to manage customer expectations, conduct role plays for real-life scenarios, and write effective customer care letters. The course will enhance your assertiveness in customer service, enabling you to balance your workload and customer satisfaction.
Course Syllabus
Introduction
Start the day with a warm welcome and a hot cup of coffee. Get to know your fellow participants and set your personal objectives for the day.
Understanding Customer Objections
Dive into the psychology of customer objections. Learn to identify common objections and the best strategies to handle them.
Handling Objections, Negotiating, and Closing
Develop your skills in handling objections, negotiating terms, and closing deals. Learn techniques to turn objections into opportunities.
Customer Care
Explore the fundamentals of customer care. Understand how to meet customer expectations and deliver a positive customer experience.
Managing Customer Expectations
Learn how to manage customer expectations effectively. Understand how clear communication can prevent misunderstandings and enhance customer satisfaction.
Role Plays
Participate in role plays to simulate real-life customer interactions. Practice the skills you’ve learned in a safe and supportive environment.
Effective Customer Care Communications
Master the art of writing customer care letters. Learn how to communicate effectively and assertively in writing, ensuring customer satisfaction.
Summary and Action Plans Agreed
Review the day’s learning and agree on action plans. Leave the course with clear steps for applying your new skills in the workplace.
Prices & Dates
What you get
"What do I get on the day?"
Arguably, the most experienced and highest motivated trainers.
Face-to-face training
![lunch](https://www.stl-training.co.uk/asset/image/syllabus/wyg/banner/lunch.png)
Training is held in our modern, comfortable, air-conditioned suites.
Lunch, breaks and timing
A hot lunch is provided at local restaurants near our venues:
- Bloomsbury
- Limehouse
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Browse the sample menus and view joining information (how to get to our venues).
Refreshments
Available throughout the day:
- Hot beverages
- Clean, filtered water
- Biscuits
Virtual training
![virtual training](https://www.stl-training.co.uk/asset/image/syllabus/wyg/banner/virtual-training-1.png)
Regular breaks throughout the day.
Learning tools
![in-course handbook](https://www.stl-training.co.uk/asset/image/syllabus/wyg/banner/in-course-handbook.png)
In-course handbook
Contains unit objectives, exercises and space to write notes
24 months access to trainers
Your questions answered on our support forum.
Training formats & Services
Training Formats & Services
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Training manual sample
Below are some extracts from our Delivering Customer Satisfaction Assertively manual.
Understanding the psychology behind customer
complaints is crucial for anyone involved in customer service, management, or
sales. When customers voice complaints, they are expressing dissatisfaction
that stems from unmet expectations, and handling these complaints effectively
can lead to improved customer satisfaction and loyalty.
1. Expectations
vs. Reality
Customers form expectations based on
marketing, previous experiences, and brand reputation. When reality doesn't
match these expectations, dissatisfaction arises.
- High Expectations: Customers may have high expectations due
to a company's branding or marketing promises. If these are not met, they
feel let down.
- Perceived Value: The value customers feel they received
plays a significant role. If they believe they didn’t get their money’s
worth, they are more likely to complain.
2. Emotional
Reactions
Complaints often stem from strong emotions.
Understanding these emotions can help in addressing the complaints effectively.
- Frustration and Anger: These are common emotions when something
goes wrong. Acknowledging these feelings is crucial.
- Anxiety and Fear: Concerns about financial loss or
inconvenience can cause anxiety.
- Disappointment: When expectations are not met, customers
feel disappointed.
3. Desire
for Resolution
Customers usually complain because they want a
resolution, not just to vent.
- Problem-Solving: They are looking for solutions to their
problems. Effective problem-solving can turn a negative experience into a
positive one.
- Reassurance: They seek reassurance that their
concerns are valid and will be addressed.
4. Need for
Validation
Complaining customers want to feel heard and
understood.
- Empathy: Showing empathy can validate their
feelings and improve their overall experience.
- Acknowledgment: Simply acknowledging the issue can
significantly reduce frustration.
5. Social
Influence
Social dynamics can also influence the
likelihood and manner of complaints.
- Peer Influence: Customers may be influenced by how
others react to similar issues.
- Public Image: In the age of social media, customers
may voice complaints publicly to influence the company's image or get
quicker responses.
6. Perception
of Fairness
Fairness plays a key role in how customers
perceive the resolution process.
- Equity Theory: Customers compare their treatment to
what they perceive as fair. If they feel they've been treated unfairly,
they are more likely to complain.
- Compensation: Fair compensation for their troubles can
mitigate negative feelings.
7. Past
Experiences
Previous interactions with a company shape
future expectations and reactions.
- Loyalty History: Long-term customers may have higher
expectations and feel more betrayed if those are not met.
- Complaint History: Customers who had previous complaints
resolved satisfactorily are more likely to stay loyal.
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