Managing Difficult People

This workshop looks at service provision both within and external to your organisation including:

• Foundation of customer service (what do customers want and how can we anticipate their needs)


• Why people complain/what makes people difficult


• Recipe for success dealing with complaints and difficult people


• Ensuring positive interactions with customers regardless of the level of difficulty


• Professional personal presentation and communication skills

Learning Outcomes

• Understand preferred communication methods


• Know and understand causes of conflict and conflict resolution methods


• More positively manage own and others behaviour

A Personal Action Plan

This course is designed for all people working in the ‘front line’ of business:

• Sales people


• Customer service staff


• Telephone enquiry staff


• Receptionists


• Personal assistants


• Sales assistants


• Field staff

Delivery Information

Duration:      2 hours

PLEASE NOTE: 

• If you would like to use some or all of your membership voucher on this course or you are a member and would like to be invoiced for training, you will need to contact the TCCI prior to booking on 03 62 36 36 00 or email [email protected].


• Cancellations received less than 10 days prior to the course date will incur full course fees


• Course details, including venue, will be sent out 1 week prior to course date - please ensure that you opt into receiving notifications from ticket booth