Managing Difficult and Demanding Customer Situations

Who should attend - Anyone who has to manage difficult customer situations whether on the phone or in person.

What will they learn - To identify what causes customers to be demanding or difficult and the consequences. The benefits to you and your company of turning around a difficult customer situation. How to stop ourselves taking things personally and becoming embroiled in an argument. To recognise and manage your own responses. To develop strategies for handling different types of difficult customers.  To handle verbal aggression and put downs. To know when and how to deal with unacceptable behaviour.

Course Duration: 1 day

Course Outline

	Causes of Difficult:
	What makes your Customers difficult; what makes us difficult

	Different Communication Channels And Their Effect:
	Face to face, on the phone, written, e-mail/letters

	Managing Our Own Responses:
	Keeping ourselves in peak 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

	Handling Different Types Of Difficult Customers:
	e.g. arrogant, patronising, persistent

	How To Say:
	When you can say yes/no

	Managing The Extremes:
	When and how to address what is unacceptable