Dealing with Difficult Customers

  • Course Type: In-house
  • Duration: One day
  • Course Fees: On Request
Enquiries: 01 853 2215 / training@highperformance.ie

Dealing with Difficult Customers

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Course Description

DEALING WITH DIFFICULT CUSTOMERS

This dynamic one-day workshop is designed to help solve customer problems and build goodwill. It will provide practical assistance to help you to deal with the public in conflict situations while preserving positive relations.

Sharpen your customer service skills and build confidence in your ability to turn an angry complainer into a satisfied, and loyal, customer.

The approach is highly interactive and participative with extensive use made of case studies and role-plays.

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BACK TO COMMUNICATION SKILLS
BACK TO CUSTOMER SERVICE SKILLS
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On completion of this course you will:

  • Be able to define difficult and aggressive behaviour
  • Understand the phases and triggers of an incident
  • Look at tactics for defusing difficult customers
  • Learn to deal with difficult and aggressive customers
  • Learn skills for responding to difficult and aggressive behaviour
  • Learn how to respond after the incident
  • Be fully conversant with your role in the workplace
  • Appreciate the significance of interpersonal skills in dealing with conflict in the course of your work
  • Understand the techniques which can be employed in dealing with conflict situations
  • Be able to define difficult and aggressive behaviour
  • Have a greater sense of what style and approach best suits each individual and the particular circumstances of the conflict
  • Learn how to use assertiveness and not aggression in handling people
  • Learn how to deliver a Quality Service

Who should attend?

  • Anyone whose job role includes communication
  • Anyone changing roles where communication is one of the core skills used
  • Anyone whose role could possibly include areas of conflict or difficulty
  • Anyone who wishes to feel more confident about his or her ability to communicate and influence others
  • Any individual involved in front-line duties dealing with the public
  • Management personnel who have direct responsibility for personnel dealing with the public
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