This page was translated from Dutch with AI.
Bad customer service stays with you, and that goes for your customers just as much. In this in-company workshop you learn to provide proactive service, show empathy and deal with angry or upset customers. The workshop consists of 2 half-days for 6 to 12 participants, in Dutch, English or French.
A customer calls for the third time about the same delivery. Your colleague sends her to you, you send her to the department next door, and meanwhile her voice sounds sharper and sharper.
Nobody in the team wants this, yet it happens regularly. You feel the tension when the next call comes in and you do not quite know how to calm an angry customer without becoming defensive yourself.
Customer service is more than a job title. Every team member touches the customer before, during and after delivering a product or service. Yet you notice that:
A positive customer experience is indispensable for every company. Sometimes obstacles stand in the way.
Anyone who does not quite know how to deal with an upset customer goes into every difficult conversation with a knot in their stomach. That costs energy, even after the phone is put down.
Customers who are sent from desk to desk do not feel heard, and colleagues who keep passing on the same problem get tired of it. The trust between customer and team seeps away, and the work becomes less fun for everyone.
It does not have to stay this way. Good service is not an innate talent, it is a way of dealing with people that you can practise.
Providing service, showing empathy and handling an angry customer are skills. Your team learns them, with the same language and the same approach for everyone.
Our coaches know the moment when a conversation threatens to derail, and they know how you steer it back. In 2 half-days we work on proactive service, empathy, different customer behavioural styles and techniques for angry customers, always with situations from your own work.
This way a team grows that does not pass customers on but really helps them, and that stays calmer itself.
After the workshop you can:
We work in two half-days and practise with situations from your work.
Every training is extended in the THOC Leerruimte. Your material remains available and you get an AI Coach who knows the lesson.
We work in an experience-oriented way: you immediately get to work with the material in exercises that resemble real situations.
Our coaches can give this workshop. Are you an HR employee, L&D manager, supervisor or business leader and do you want to improve the customer service in your organisation? Then we will gladly organise the workshop for your team.
Hi! I'm the AI assistant of The House of Coaching. Feel free to ask about our training, coaching or how we could work together.
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