Overview

Exceptional customer service is the ultimate key to success. Giving excellent service to customers is straightforward when they're reasonable. Yet, you'll inevitably encounter one or two unreasonable people. How do you provide a top-notch client experience when dealing with difficult people who dampen your enthusiasm?

In Calm Challenging Customers, you'll convert trying interactions into positive outcomes by implementing the 6S Model. You'll discover how to convert tricky interactions into triumphs. This practical system is the same one that Mj Callaway developed to navigate demanding corporate clients, giving her the nickname of The Clean-Up Crew because she could calm angry customers. 

The "Calm Challenging Customers" program equips you with practical strategies to navigate complex customer interactions, turning potential conflicts into opportunities to strengthen relationships, resolve issues, and create happy customers. 

With the detailed step-by-step approach, you will know how to defuse charged situations, remain calm even when the other person isn't, identify customer emotions underlying the problem, implement the A.L.E. Method to build trust, clarify the customer's intended messages, and take a proactive approach to make things right.

The six-step Model shows you how to:

• Create a comfortable environment for customers to voice objections and concerns, which is paramount in encouraging authentic conversations.
  
• Shift the interaction towards emphasizing solutions and incorporating a positive "yes and" approach to move forward constructively.
  
• Offer empathy to validate customers' emotions, which is pivotal in moving forward. 
  
• Personalize communication to customers' specific expectations and perspectives.
  
• Incorporate the A.L.E. Method, promoting intentional listening without interruption.
  
• Use Mj's 3S technique to slow the pacing and soothe the emotions.
  
• Increase awareness of incongruent body language cues to confirm you're heading in the resolution direction or remaining at a standstill. 
  
• Get customers invested in the proposed resolution, encouraging agreement and satisfaction.
  

The A.L.E. technique unlocks the "why" behind customer behaviors and emotions. You'll incorporate critical verbal and non-verbal communication strategies to resolve conflicts, meet customer needs, and improve relationships. Your silent communication plays a vital role in the interaction. Maintaining a positive and calm demeanor is emphasized throughout the program, with a focus on non-verbal communication. The program underscores the importance of clarifying what has been heard, validating customer feelings, and digging into the underlying reasons for dissatisfaction. 

By implementing the Calm Challenging Customers step-by-step model, tools, and strategies, you will effectively and confidently handle challenging customer interactions, build trust, and turn potential conflicts into opportunities for resolution and improved customer satisfaction.

Includes a Calm Challenging Customers worksheet.

Why you should Attend

Most business people have dealt with one or two demanding customers. They're inevitable in the business arena because people have their own expectations.

Are you a leader, professional, and sales executive ready to elevate your customer service, communication, and conflict resolution skills? 

In today's fast and furious business world, exceptional customer service is paramount for success, yet encounters with challenging customers can dampen enthusiasm and confidence. Calm Challenging Customers provides a straightforward solution through the 6S Model, a practical system developed by Mj Callaway, known as The Clean-Up Crew, for her ability to calm even the most angry customers.

The benefits of attending this program are manifold. Participants will gain insights into converting complicated interactions into positive outcomes, strengthening relationships, and creating satisfied customers. The step-by-step approach provides practical strategies for defusing charged situations, identifying underlying customer emotions, and implementing the A.L.E. Method to build trust and clarify customer messages. The six-step Model offers a roadmap to create a comfortable environment for customer expression, emphasize solutions, offer empathy, personalize communication, and use critical techniques like Mj's 3S to soothe emotions.

The disadvantages of being unable to convert demanding clients into happy ones are significant.

Difficulty navigating complex interactions may lead to damaged relationships, unresolved issues, and dissatisfied customers. In an era where exceptional service is a competitive advantage, the inability to turn conflicts into opportunities may result in lost business and damaged reputations.

By attending the program, professionals will unlock the "why" behind customer behaviors and emotions, learning critical verbal and non-verbal communication strategies to resolve conflicts, meet customer needs, and enhance relationships. The emphasis on maintaining a positive and calm demeanor, clarifying customer messages, and validating emotions ensures participants leave with the skills to handle challenging interactions and improve customer satisfaction confidently. Register for Calm Challenging Customers for your opportunity to transform challenging client interactions into opportunities for success and excellent service.

Areas Covered in the Session

• Embrace Mj Callaway's powerful 6S Model to convert tricky interactions into triumphs.
  
• Develop effective communication strategies to resolve conflicts and build a stronger rapport with your clients.
  
• Learn to incorporate verbal and non-verbal communication strategies that convey empathy and understanding.
  
• Discover how to transform challenging encounters into opportunities for growth and success for you and your client.
  
• Understand the "why behind a customer's behavior and emotions so that you'll be better equipped to address their concerns and turn frustrations into resolutions.
  
• Turn trying conversations into calm interactions with positive outcomes. 
  
• Understand the common cause of challenging patrons' behaviors and how to de-escalate them effectively.
  
• Use the A.L.E. technique to understand the other person's perspective and uncover hidden issues.
  
• Utilize the 3S Technique for incongruent verbal and non-verbal communication.
  
• Apply the strategies and tools provided to turn complicated interactions confidently and effectively into productive and proactive customer experiences. 
  

Who Will Benefit

• Business Owners
  
• Entrepreneurs
  
• Managers
  
• Assistant Managers
  
• Department Managers
  
• Supervisors
  
• Team Leaders
  
• Professionals
  
• Sales Executives
  
• Sales Teams
  
• Human Resource Managers