Handling a Difficult Customer lunch and learn talk in Kenya

Welcome to an insightful session on handling difficult customers with our lunch and learn talk in Kenya. In the dynamic landscape of customer service, encounters with challenging customers are inevitable, and mastering the art of handling them with professionalism and empathy is crucial. Join us as we delve into practical strategies and techniques for effectively managing difficult customer interactions, turning potentially negative situations into positive outcomes. In this interactive session, we’ll explore real-life scenarios, share best practices, and equip you with the skills and confidence needed to navigate challenging customer encounters with grace and effectiveness.

Through engaging discussions and role-playing exercises, you’ll learn how to remain calm under pressure, actively listen to customer concerns, and find solutions that satisfy both parties. Whether you’re a frontline customer service representative, a manager, or anyone interacting with customers, this lunch and learn talk is designed to empower you with the knowledge and skills to handle difficult situations with professionalism and poise. Join us as we unlock the secrets to providing exceptional customer service even in the face of adversity, driving customer satisfaction and loyalty in Kenya’s competitive business landscape.

Talk Objectives:

  1. Understanding the Nature of Difficult Customers
    Gain insight into the common characteristics and behaviours of difficult customers to better anticipate and manage challenging interactions.
  2. Developing Empathy and Patience
    Cultivate empathy and patience to effectively connect with difficult customers, understand their concerns, and address them with compassion.
  3. Learning De-escalation Techniques
    Acquire practical strategies for de-escalating tense situations and diffusing customer frustration or anger.
  4. Enhancing Communication Skills
    Improve communication skills, including active listening and assertive communication, to establish rapport and navigate difficult conversations effectively.
  5. Setting Boundaries and Asserting Control
    Learn how to set clear boundaries and assert control over the conversation while maintaining professionalism and respect.
  6. Offering Solutions and Resolving Issues
    Explore techniques for identifying solutions to customer problems and effectively resolving issues to achieve customer satisfaction.
  7. Managing Emotional Reactions
    Develop strategies for managing your own emotional reactions to challenging customer behaviour and maintaining composure under pressure.
  8. Collaborating with Colleagues
    Understand the importance of teamwork and collaboration in managing difficult customers, and learn how to effectively involve colleagues when necessary.
  9. Building Customer Loyalty
    Discover how handling difficult situations with professionalism and care can enhance customer trust and loyalty in the long run.
  10. Evaluating and Learning from Interactions
    Reflect on past interactions with difficult customers to identify areas for improvement and implement continuous learning and development.

Don’t miss out on this invaluable opportunity to enhance your customer service skills and master the art of handling difficult customers. Reserve your spot now for our Handling a Difficult Customer lunch and learn talk in Kenya and equip yourself with the tools and techniques needed to navigate challenging interactions with confidence and professionalism. Join us as we delve into practical strategies, share best practices, and empower you to turn challenging situations into opportunities for customer satisfaction and loyalty.

Secure your seat today and take the first step towards becoming a more effective customer service professional. Whether you’re a frontline representative, a manager, or anyone interacting with customers, this lunch and learn talk is your chance to gain valuable insights and skills that will elevate your customer service game. Sign up now and join us as we strive to deliver exceptional customer experiences, even in the face of adversity, in Kenya’s dynamic business landscape.

More Information:

Duration: 60 minutes

Fees: $1299.97  USD 679.97

For more information please contact us at: contact@knowlesti.co.ke

If you would like to register for this talk, fill out the registration form below.


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