Managing Difficult Customers

Customer Service

The majority of our courses are customised and delivered in house.  Our standard fee for customised course delivery over the duration of a day is £950.00, which includes diagnostics, course customisation to ensure the course meets the specific needs of your organisation, materials and delivery to groups of up to 15 people.  This equates to a training investment of £65.00 per head. Certificates are issued upon completion of the training for all participants. Difficult customers can be good as well as bad for business. Understanding how to deal with the opportunities and threats posed by challenging clients is important for the positive image of any organisation. Having the right approach and mentality when dealing with tricky situations is a valued skill in any workplace.

Aims of the course

This training course will equip participants with the skills, techniques, and understanding to deal with  difficult customers in a positive, professional and constructive way, moving the relationship to positive grounds for the future.

 

Reference Nr.:
CSMDC
Experience Level:
Standard
Group:
Main Group

 

Who will benefit from attending?

All staff with responsibility for delivering a service to internal and external customers.

 

Participants will learn to:

  • Value the need to gain respect and trust from others
  • Plan and manage difficult conversation
  • Amend their approach to meet the needs of their customer
  • Not take things to heart and create professional distance
  • Understand and practice the 3 steps of assertive behaviour to encourage staff to ‘give off their best’ and to help manage upwards
  • Use assertiveness to respond to difficult situations – saying no; disagreeing and negotiating

 

Key topics covered:

  • Understanding customers' expectations
  • Understanding the drivers for customer frustration or upset
  • Adopting client specific language which helps appease situations
  • Identifying “difficult” customer types
  • Influencing our customers
  • Effective communication and assertiveness
  • Handling customers complaints
  • Tips and tactics around dealing with angry people
  • Staying professional under pressure
  • Transforming a difficult situation into an opportunity 
  • Assessing client satisfaction post conversation 
  • Action planning

 

What's included?

The majority of our courses are customised and delivered in house.  Our standard fee for customised course delivery over the duration of a day is £950.00, which includes diagnostics, course customisation to ensure the course meets the specific needs of your organisation, materials and delivery to groups of up to 15 people.  This equates to a training investment of £65.00 per head. Certificates are issued upon completion of the training for all participants.