It's time to manage your customers instead of letting them manage you.
Do you find that dealing with customers is exhausting and dispiriting? Are you challenged by the sense of entitlement from some customers? The level of aggression that seems to have crept in to so many transactions with customers?
Do you second guess how to deal with these customers? Do you sometimes feel that the customer has all the power and you have none?
You're not alone!
Recently I caught up with Sarah, who attended one of the Customer Management programs I run for her organisation, one of the world’s most recognisable, prestige, luxury automotive brands. I asked her how she was….. and she promptly burst into tears. Not what I expected!!
She’d had a horrible day with customers. She works in the Service area and the anger and levels of entitlement she’d dealt with all day had brought her to breaking point. She’d been yelled at, accused of not doing her job properly, threatened to be ‘exposed’ on social media and all because cars being serviced were inevitably delayed or parts were not available. This had been happening day after day for weeks, and it was just too much.
It’s a common story at the moment, in so many different industries and workplaces.
One of her comments got me thinking. She said “we covered how to deal with all this in the course we did with you, but I just felt I needed to check into it again – I wish I could have had your voice in my head today”.
Lightbulb moment…..
“What if we could make that happen?”
What if I could make it possible for anyone who needs help managing their customers, or even just surviving encounters with difficult customers, to access all the expertise I have in this area at any time, as often as they need to? What if I could develop a practical, easy to work through, easy to understand training program and put it online so that anyone, anywhere in a customer facing role could be empowered to stop being a victim to customer behaviour?
And that’s when I started to get excited! Everyone has the right to feel comfortable and capable in their own work space, and to do this they need all the skills that will help them to be professional and impressive. We all need to feel empowered to do a great job but so often customer behaviour can shift the power balance.
Introducing..... "Customer Management for the New Normal!"
It's time to redress the power balance and master the skills that will put you in control when it comes to managing customers.
Our "Customer Management for the New Normal" program is for anyone who needs to regain control of their transactions with customers so that they can proactively manage each interaction. It's for the person who wants to be in the driver's seat again, and to take their customer management skills to the next level.
Start a customer transaction with a positive power balance your way...
Win the respect of each customer you deal with..
Harness the power of a solution focus in engineering positive outcomes...
Confidently use your behaviour as a customer management tool to influence the customer’s responses and behaviour..
Make the behavioural choices that mean you will never be a victim to customer behaviour again..
Master a three step communication model that makes it possible for you to move every customer contact forward in the direction that you choose
Use listening as the first point of controlling a transaction
Consistently use language that will increase the customers’ ability to react positively to you in every interaction
Recognise and manage different customer personality styles
Use your knowledge of different personality styles to engineer positive and profitable customer transactions, that you control
Develop and maintain an assertive approach to all customers, colleagues, and situations
Break bad news to customers in a way that still moves the transaction forward with you in control
Say ‘No’ to customers without damaging the relationship or causing the interaction to go off the rails
Assertively and confidently manage a range of challenging behaviour from customers
Master a five step process for service recovery so that you proactively manage customers when things go horribly wrong
Wherever you are in the world, whatever industry you work in, you'll have your share of challenging customers. It's happening everywhere and bad customer behaviour is being reported as an increasing problem by media around the world.......
"Here’s What Readers Told Us About Customer Service Nightmares"
January 1st, 2022
“Customers are the same as they were prepandemic — entitled, self-absorbed, self-important, selfish. The difference the pandemic has brought is the excuse of using the pandemic to justify their own bad behavior."
"Customer Facing Employees are Burnt Out"
February 20th 2022
One study found that only 39% of people think Americans’ tone is civil. And the percentage of people who expect civility to improve is slowly dropping. Research has also shown that people who don’t have to work with customers are happier than those who do. It backs up what employees already know: consumers are getting less civil, and customer-facing employees are bearing the brunt of it.
"Dymocks hires security after jump in assaults on staff over COVID rules"
December 1st 2021
A popular bookshop in Melbourne’s CBD has been forced to hire security guards to guard its main entrance after employees were attacked by customers refusing to follow Victoria’s COVID-19 rules, with one worker being pushed down an escalator.
Don't be a victim to customer behaviour.
Enrol now in our "Customer Management for the New Normal" program and build the skills that will put you in control. It's time to learn to manage your customers instead of letting them manage you!
Seven, 45 minute, content rich sessions, packed with practical information you can use immediately. Includes information sheets to download and exercises for each session, to develop your proactive Customer Management skills.
(Valued at $1500)
Once you’ve watched our "Customer Management for the New Normal" program for the first time, you’ll find real benefit in refreshing your knowledge by watching the program again. As your Customer Management skills develop, each time you watch the program, something different will resonate. We want you to be able to access all of this material as often as you need to.
You’ll also find it easy to identify particular topics that you want to specifically revisit. At any time you’ll be able to access the whole program again, or just select the parts that you want. The information you need is at your fingertips for a full 12 months from date of enrolment.
($ Priceless, Ongoing Value)
From time to time, every few months or so, customer management issues will be highlighted by the marketplace that warrant more attention. These issues will be addressed in live Q&A sessions and you’ll be invited to attend whenever they occur.
(Valued at $450)
As a graduate of our “Customer Management for the New Normal” program, for 12 months from the date of your enrolment, you’ll automatically receive access to special offers on all the training programs we offer and you’ll be alerted as soon as any new offers become available.
To continue access to these offers, take advantage of our ongoing annual subscription.
To ensure that you have ongoing access to all the material in this course we have the option of an annual subscription.
For the small fee of $24.95 each year, charged at the end of your first year of enrolment, you will have continued access to all training sessions; involvement in the Live, Monthly Q & A sessions as well as the additional Bonus Live Q & A sessions; and a 10% discount on all new Frontline Training Online programs.
30 Day Money Back Guarantee
We know that the skills and techniques that you learn in our "Customer Management for the New Normal" program will transform the way you deal with customers.
If however, after the first three sessions, you find that the training does not have value for you, we want to help.
We’ll work with you so that you can find ways to implement the material successfully. If, after that, you still feel that the program has not helped you to deal more effectively with customers, we’ll happily provide you with a full refund.
Because building your sense of confidence and empowerment when dealing with customers is the whole reason for what we do, we want to make sure you have all the information and assistance that we can give to shift the positive power balance with customers your way.
FREE
"Creating Difficult Customers......
and How to Avoid It"
Training Session
Sometimes, completely without meaning to, we can make tricky customers more difficult by the things we do.
This session explores what we need to avoid to make sure that we don't unintentionally cause customers to react negatively. It's a clear and practical guide designed to save you a whole lot of pain!
($125 Value)
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It's time to stop being a victim to customer behaviour!
Enrol in "Customer Management for the New Normal" today and build the skills to put you in control of your interactions with customers.
We promised that everyone who enrolls in our "Customer Management for the New Normal" program will recieve special offers on all Frontline Training Online programs...... and here's the first of them!
Building your sense of confidence and empowerment when dealing with customers is the whole reason for what we do, so we want to make sure you have all the information and assistance that we can give to shift the positive power balance with customers your way
"A Survival Guide for Managing Challenging Customers"
Arm yourself, in one short, practical session, with the vital skills for surviving encounters with the most challenging customers.
This Survival Guide looks at key skills to maintain control and proactively manage any encounter with a challenging customer. It's a condensed version of the comprehensive material on this subject covered in our "Customer Management for the New Normal" program - a 43 minute session, jam packed with practical skills, hints and tips that you can use immediately in any challenging customer situation.
Normally $125
Available to you for only $40.90 today!
(Offer available at checkout)
It may be that others in your organisation would benefit from this training. If your organisation has a team of people who would benefit from our "Customer Management for the New Normal" program, we can offer a number of different options to enhance the training experience as you and your team work through the program.
These options include more live Q & A sessions, scheduled as required, and conducted exclusively for your organisation for 15 or more people. In this way we can offer direct support as you all implement your new Customer Management strategies in the workplace.
Live sessions with Louise Curran at conferences and events can also be developed for your organisation, depending on location and scheduling.
Talk to us about how Frontline Training Online can support you and your team, (no matter how big or small it may be), as you empower yourselves and take you Customer Management capability to the next level.
Email Louise Curran directly at
louise@frontlinetrainingonline.com.au
to discuss your organisation's unique requirements.