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Customers are the lifeline to any business and it is important that as well as delivering good service we are able to deal with customers who are difficult, aggressive and angry in such a way that their custom remains with our business.
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Who Should Attend? |
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Anybody who deals with customers face to face
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Duration: |
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Aim and Objectives: |
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By the end of the course participants will have developed techniques for calmly and professionally dealing with difficult customers.
- "When am I difficult" Icebreaker
- Developing a Constructive Approach and Attitude to Dealing with People
- The Impact of Stereotyping
How it Occurs
Its Impact
Avoiding the Pitfalls
- Staying Calm in the Face of
Difficult Customers
Recognising the Signals
Techniques for Staying Calm
- What Constitutes Difficult?
Defining Situations
Remaining Objective
- Communication Techniques
Rapport Building
Questioning and Listening
Getting the Organization's Point Across
- Practice Situations
- Alternative Ways of Dealing with Difficult Situations
- Action Planning
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How to proceed: |
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For more information regarding course delivery please click on the 'Enquiries' box. To purchase the course transcript and tutor guide click on the 'Purchase course transcripts' box.
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