Managing Difficult Customers

Course Content

Employees that deal with People are literally the face of your business. What face are your customers/clients seeing?

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

·         Foundation of customer service (what do People 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 People 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