The Client Connection
86% of customers will pay more for a better customer experience.
– American Express (2016)
And 81% of employees said that they’re motivated to work harder when their boss shows appreciation for their work.
– Glassdoor (2017)
Unique challenges arise in managing conflicts with clients. The axiom “the customer is always right,” has its merits, but it is often challenging for front-line staff to effectively manage these situations. When clients who feel “wronged” and who are intent to vent their anger on the nearest representative of the organization they believe has injured them, staff are expected to turn the situation around and make the customer happy. Not easy when one feels personally attacked for something that they may or may not have control over. Oftentimes, an immediate explanation of the policy by the staff often leads to escalation rather than resolution. NCRC’s methodology recognizes the importance of not only solving the problem with the client, but also helps participants respectfully respond to the emotions of the clients to achieve better outcomes.
Through interactive exercises, NCRC trainers strengthen the skills the participants bring to the table and teach new skills in an engaging learning environment. Best practices in managing upset clients are reinforced throughout the session. Participants learn how to effectively manage angry clients not just by learning effective techniques, but by learning how to understand what the anger means to the client. They also get to explore and gain skills in the difficulty of having to tell agitated clients information that they don’t always want to hear. The better prepared and skilled this staff is, the better the client connection.
Contact us for a customized “The Client Connection” workshop brought to your group or organization on-site.