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Handling Difficult Customers/Situations Print E-mail

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

Contact us for Last minute offers on this course!
Handling Difficult Customers/Situations
 
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* This course can be tailored to meet your
exact requirement!

* One-to-One Handling Difficult Customers/Situations courses available!

* Group Handling Difficult Customers/Situations courses available at discount prices!


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