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 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.
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.
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.
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.
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.
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