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
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
Training
The business World is continually evolving. Skills and experience must be constantly developed and updated if our staff and organisations are to stay ahead of the competition. All Pringle PCS development training services are offered across the entire United Kingdom to provide any company, in any industry the full solution.
Pringle PCS specialise in the development and training of people from many industrial backgrounds and many roles within an organisation. We help any organisation identify and strengthen their skills and knowledge base.
We have an extensive IT, Business Skills and Health & Safety training course schedule with flexible alternatives such as one-to-one training, classroom bookings and on-site training throughout the UK.
UK Training
PCS train throughout the UK at customer premises or assigned conference facilities. PCS can even bring full IT equipment that makes a standard office into a fully functional training room. PCS can also train in-house designed company programs or company procedures that would need rolling out throughout the organisation.
Schedule Courses
PCS run scheduled courses at Sheffield PCS Training & Conference Centre, which are open to any learners from any organisation or company. This can make an enjoyable training day a network opportunity at the same time as gaining and improving required skills.
Bespoke Training
PCS offer a tailor made service whereby your employees can receive specific, individual training without the loss of a full working day. A PCS IT Master can go and wait in a designated room at the company premises so employees can drop in for appointments and be helped with their task(s) at hand.
This fast-moving, highly interactive Customer Service Excellence training course draws upon the very latest thinking, tools, and research into customer behaviours and the psychology of buying to enable attendees to fully understand what is required to ensure their customers.
A one day Telephone Skills Training Course that includes the Qualities and Key Skills to help you develop and maintain customer relationships and achieve success when using the Telephone.
Our masterclass combines the disciplines of advanced customer service management and PR/communications in a powerful state-of-the-art program to enable you to exploit this colossal opportunity.
This course will start by making it very clear exactly what we mean by customer service, and why it’s so vital. It then goes into detail about the goals of great customer service, communication skills both verbal and non-verbal, discovering and understanding customer needs and much more.
This short course is aimed at individuals who have a responsibility for reception duties. It may also be of interest to employers looking to hire a new receptionist.
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