Managing difficult customers

COURSE CONTENT

This workshop provides participants with strategies to deal with difficult customers and situations whilst maintaining professional service standards.

Content includes:

• Foundations of customer service (what do customers want and how can we anticipate their needs)
• Why people complain/what makes people difficult
• Three steps to dealing with complaints and difficult people
• Ensuring positive interactions with customers regardless of the level of difficulty

Learning Outcomes 

• Understand preferred communication methods 
• Know and understand how to mange difficult customers and situations
• More positively manage own and others behaviour 
• A Personal Action Plan

Who should attend?

This course is designed for all people working in the ‘front line’ of business:

• Salespeople
• Customer service staff
• Telephone enquiry staff
• Receptionists
• Personal assistants
• Sales assistants
• Field staff