Handling Difficult Customers

Programme Overview 

Would the world not be a great place if every customer was a pleasure to deal with? We all know that it is a fantasy land. So, what is the best way to handle a difficult customer? 

That is a question our workshop will address. Participants will learn stress management skills as well as understand different scenarios of dealing with difficult customers. 

Course Objectives  

• Participants will be provided with a strong skillset including in-person and over-the-phone techniques, addressing complaints and generating return on investment. 

• Understand how to quickly establish and maintain rapport with difficult customers. 

• Listen and indicate they have heard what their customers have said. 

• Be able to communicate with unreasonable customers. 

• Better manage service-related stress. 

• Learn and choose to speak client-centric language. 

Content 

• Delivering Excellence Customer Service 

• Understanding Customer Needs and Expectations 

• Leading Self and Others 

• Self – Management 

• Strategies for Dealing with Difficult Clients