Managing Difficult Customers

IMPORTANT NOTICE ABOUT COVID-19
Until further advice is received from Government, TCCI training will continue. A risk assessment has been conducted and social distancing measures will be applied at our training and events. Numbers will be capped to ensure a safe distance can be maintained. In addition, participants will be asked to refrain from attending training if they feel unwell or have travelled from overseas within the past 14 days. All training materials and stationary will remain ‘single use’ until such time as it is deemed ‘safe’ for us to resume our normal practices.

Course Content

Employees that deal with customers 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 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

Who should attend?

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

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 instead, you will need to contact the TCCI prior to booking on 03 6236 3600 or [email protected]


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


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