Dealing with Demanding and Difficult Customers
Course Overview
This course is designed to give you the confidence and ability to understand the causes of difficult behaviour and how to deal with it effectively. Whether face to face or on the telephone we will look how you can diffuse confrontation with a customer without entering into an argument. Using practical skills and effective communication you will learn how to remain calm and professional throughout, turning every potential problem into an opportunity.
Who is it for?
Anyone who regularly deals with customers either face to face or over the telephone that has in the past or will in the future have to deal with difficult and demanding customers.
Below is an example of course content that can be included within your training programme.
What we can include:
Why are customers demanding?
Strategies for handling difficult customers
Understanding the different behaviours
How to remain professional throughout
Knowing what to say, and not what to say
Effectively listening, gaining understanding, showing empathy and building rapport
Knowing how to differentiate between work and personal emotions
Keeping your cool and not taking things personally
Learning how to say no
Practical sessions:
You will be given the opportunity to practice the skills and techniques learnt throughout the day. Constructive feedback to develop your customer service skills and increase your self awareness will be carried out throughout the course.
Recommended duration – One day
If you would like to enquire about the above course and how it can be adapted to your business, call us on 01233 664842 or email training@shaw2succeed.co.uk