Managing Difficult Customers
Customers can often give you a difficult time, and using this training, you will feel more confident in your approach in dealing with a hard to please customer. Whilst also enabling you to deal with the customer confidently, you will also be able to do so professionally.
Who should attend?
This workshop is ideal for all staff who deals with customers on a day to day basis, whether over the phone or face to face.
Course Overview
This workshop is designed to enable the employee to feel confident in dealing with difficult and inappropriate behaviour inflicted by customers.
By the end of the workshop, participants will be able to:
- Recognise difficult people
- Deal with difficult people effectively
- Pre-empt challenging situations
- Use newly acquired skills to avoid challenging situations
- Handling aggressive behaviour
- Calm angry or upset people
Course Content
- Learning strategies in dealing with difficult people
- Learn simple tips in dealing with angry or upset people
- Review situations that could be avoided and how
- Review situations that could be calmed and how
Assessment
Planning session at the end of the workshop will allow participants to identify their own development needs and plan for improvement. The action planning is carried out individually or in group sessions.
Duration
1 day in groups of to 12
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