The primary aim of this course is to understand what makes a customer angry and recognise the common triggers and emotions associated with dissatisfaction. The course looks to develop effective communication skills, providing participants with strategies to de-escalate tense situations and foster ac
DurationCourse Aims:
The primary aim of this course is to understand what makes a customer angry and recognise the common triggers and emotions associated with dissatisfaction. The course looks to develop effective communication skills, providing participants with strategies to de-escalate tense situations and foster active listening skills to comprehend customer concerns empathetically. It also covers conflict resolution techniques along with methods to address customer grievances.
Course Objectives:
At the end of this course delegates will be able to:
Identify common factors that lead to customer dissatisfaction and anger.
Demonstrate effective questioning and active listening skills to recognise customer concerns.
Feel confident when conveying empathy and understanding when required.
Apply conflict resolution techniques if confronted by an angry customer.
Evaluate the effectiveness of different conflict resolution approaches.
Introduce stress management exercises to cope with challenging customer interactions.
Display a customer-centric approach in problem-solving and decision-making.
The workshop will include scenario based exercises and role playing.
Who We Are
We are a leading edge provider of leadership and management development programmes, talent assessment and development services and formal training courses. Our aim is our strap line ‘Developing People to Drive Performance’ and that it what we do. We create measurable change that drives business growth through the development of people.
We have built an enviable reputation for retaining clients over a long period, which we have achieved by understanding their needs and working in partnership with them to deliver personalised solutions that create measurable change.
We work internationally and our experience, capabilities and scale mean we can deliver highly impactful learning and development interventions to clients across most industries in all the major European Languages.
We constantly update our programmes and interventions to ensure they reflect latest research and thinking, and we are committed to putting our clients’ interests first and foremost.
Ultimately we build on the premise that personal and team development drives business growth and performance, which is why we do what we do.
The course takes place in comfortable surroundings just outside London over three days (Friday afternoon till Sunday afternoon). Most attendees stay locally – yes, we will provide you with a list of nearby options.
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