Handling Difficult Customers

by Pringle PCS Claim Listing

Providing customer service today is not always easy, customers often have heightened and seemingly unreasonable expectations of service levels. In general, we have a potentially explosive cocktail. This course helps staff to manage difficult customer situations with greater skill and confidence, rec

Price : Enquire Now

Contact the Institutes

Fill this form

Advertisement

Pringle PCS Logo

img Duration

1 Day

Course Details

Handling Difficult Customers

Providing customer service today is not always easy, customers often have heightened and seemingly unreasonable expectations of service levels. In general, we have a potentially explosive cocktail. This course helps staff to manage difficult customer situations with greater skill and confidence, recognising that transforming a difficult situation can result in a lifelong ally.

Who Should Attend Handling Diffcult Customers Training?

  • For staff who are likely to encounter difficult customer situations, either in person or on the telephone.

Benefits From Attending The Training

  • Identify what makes a customer 'difficult'

  • Handling complaints through the development of questioning and listening techniques

  • Skills to communicate calmly and professionally

  • Skills of assertiveness and how to apply the technique

Course Content

  • Causes of difficulty: what make your customers difficult?

  • Different communication channels and their effect: face to face, on the telephone, written.

  • Consider the structure of business documents in everyday usage

  • Managing your own responses: Keeping in peek condition, emotionally, and professionally.

  • Communicating confidently and calmly: under pressure and saying things in the right way.

  • Strategies for handling dissatisfaction: turning around a tricky situation or complaint.

  • How to say "No": when you can't say "yes"

  • Controlling your own anxiety, anger and fear in a conflict situation

  • Stopping conflict from escalating

  • Problem solving workshops

  • Questions and answers

  • Sheffield Branch

    Skywalker House 18A Darnall Road, Sheffield

Check out more Customer Service courses in UK

Titan Facilities Management Logo

Customer Services Training

This is a Level  2 Customer Services Qualification. This accredited qualification is suitable for learners wishing to improve their knowledge of the importance of customer service including how to satisfy customers’ expectations.

by Titan Facilities Management [Claim Listing ]
Pristine Safety and Security Logo

Award In Principles Of Customer Service (Level 2)

This qualification is intended for those looking to enter employment in the customer service industry. The qualification covers the principles of positive customer service and allows candidates to consider further learning in this subject area.

by Pristine Safety and Security [Claim Listing ]
  • Price
  • Start Date
  • Duration
QA Logo

Skills Hack - Customer Experience

Regardless of your service, product, size of business or industry, customer experience has proven to be a key differentiating point for service led organisations and their success.

by QA [Claim Listing ]
New College Swindon Logo

Customer Service (Level 2 Certificate)

Distance learning courses enable you to boost your career with a nationally recognised qualification even if you do not have the time to attend training sessions. You will work your way through the qualification submitting work every 2 weeks, achieving within approximately three months.

by New College Swindon [Claim Listing ]
IT Training Solutions Ltd Logo

Customer Care Dealing With Difficult and Aggressive Behaviour

This course will give the participants the opportunity to develop the skills to deal with difficult and aggressive behaviour. Delegates will have the opportunity to examine the phases of aggressive behaviour and develop an approach to remain in control.

by IT Training Solutions Ltd [Claim Listing ]

© 2024 coursetakers.com All Rights Reserved. Terms and Conditions of use | Privacy Policy