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.
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
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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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Testimonials
This course is fantastic. It empowers and reminds us of what we can do in difficult situations to create better outcomes.The course was great for brushing up on customer service skills...
Food Safety Authority of IrelandThis course is fantastic. It empowers and reminds us of what we can do in difficult situations to create better outcomes. It is so expansive, covering relations with customers from many different aspects and with a refreshing attitude. The course was great for brushing up on customer service skills. I found the piece on different personalities and traits to be most useful. Food Safety Authority Ireland
The trainer has excellent communication and facilitation skills herself. Her passion for this course had a great impact on me.
IBMThe trainer has excellent communication and facilitation skills herself. Her passion for this course had a great impact on me. IBM
I found that the structure element of how to deal with and irate customer very useful.
Revenue CommissionersI found that the structure element of how to deal with an irate customer was very useful. This course is very beneficial and very well presented. The Office of the Revenue Commissioner
The techniques and skills for diffusing difficult situations – how to calm a situation by listening and asking good questions will have a big impact on my work...
Lionbridge TechnologiesThe techniques and skills for diffusing difficult situations – how to calm a situation by listening and asking good questions will have a big impact on my work. It was very interesting to hear other participants experience and views. A most enjoyable course. Lionbridge Technologies
European Consumer Centre staff learnt a lot from this course.It was practical, thought provoking and thoroughly enjoyable.
European Consumer CentreEuropean Consumer Centre staff learnt a lot from this course. It was practical, thought provoking and thoroughly enjoyable. We have put some of the suggestions made into practice and are discovering the positive effects that using various communication skills can create when dealing with customers. We would highly recommend this course to others working with the public. European Consumer Centre
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