A beneficial course for those who experience difficult situations and customers, both over the phone and face-to-face on a regular basis. The trainer covers the skills required to understand what causes customers to be demanding, how to diffuse the situation, how to not take criticism personally, ma
DurationManaging Difficult & Demanding Customers
A beneficial course for those who experience difficult situations and customers, both over the phone and face-to-face on a regular basis. The trainer covers the skills required to understand what causes customers to be demanding, how to diffuse the situation, how to not take criticism personally, manage the situation effectively linking to understanding different types of customers through Behavioural Analysis and build the confidence to deal with unacceptable behaviour.
About Marcus Bohn Associates
Marcus Bohn are Sales and Management and Customer Service Training Specialists, providing a wide range of In-Company training programmes that are designed and tailored to meet your Company’s specific training requirements.
Originally established in 1976 by Barry Marcus and John Bohn, we now have over 47 years of global training experience and constructive client feedback which has enabled us to evolve and develop, just like our programmes, to meet the needs of business today.
Mission & Values
Marcus Bohn Associates’ mission is to provide a wide range of inspirational, energetic, interactive, motivational and high-quality training solutions to improve the performance of your business by developing and inspiring your people to realise their potential and exceed client expectations.
Incorporating the latest business best practises, which we see working in the global workplace, we work in partnership with clients, becoming an extension of your business to give support, input, consultancy and training when needed. Having trained thousands of delegates since 1976, we develop long-term partnerships and create a high percentage of repeat business, which reflects the level of service we provide.
Our values
The cornerstones that mark the Marcus Bohn way of training are:
Training style
New skills and motivating messages are delivered in a fun, dynamic environment. This makes knowledge retention infinitely better and is one of the reasons that our success in developing new skills, approach and attitude in your people leads to greater returns and success for your business.
This course is suitable for businesses and individuals who are customer facing or those who deal directly with members of the public.
In this course, you will learn to recognize the warning signs that precede quarrels and how to mitigate their impact, as well as constructive ways to harness the differences between team members and shift them toward productive, positive outcomes.
Conflict in the workplace is the major cause of people leaving companies. This course gives the tools to end conflicts and promote healthy relationships. The course also addresses the most common types of difficult people and the appropriate methods for handling their behaviour.
This is a workshop that targets anyone where conflict needs to be managed and cannot seem to resolve it, whether internally or externally.
I recently attended a course on How to have Difficult Conversations run by Bev. This was a well presented course, facilitated at a good pace, in which all the participants were eager to share their own experiences of challenging conversations they have had both in and out of work.
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