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Training Course Summary:

Transform customers with unreasonable expectations into lifelong allies

Who Should Attend:

If you have faced difficult customer situations in the past, or are likely to in the future, either face-to-face or on the telephone, you will find this course of benefit.

Training Course Overview/Content:

This course gives customer facing personnel the skills to react calmly and positively with difficult clients by giving them an understanding of the causes of difficult behaviour and the basic tools to diffuse it. Delegates will learn how to distance themselves from any personal remarks and respond professionally without entering in to arguments. The course teaches strategies for dealing with different types of behaviour so that delegates learn how to adapt their service style appropriately. The course is very practical with plenty of time for practice and interaction.