Back to Search Results

Training Course Summary:

Dealing with difficult customers is not always easy - it can certainly be challenging! Individuals often have heightened and (seemingly) unreasonable expectations of service levels. And, given that both customers and service providers are experiencing higher levels of pressure from work and life in general, we have a potentially explosive cocktail. This course helps staff to manage difficult people with greater skill and confidence, recognising that transforming a difficult situation can result in a life long ally.

What You Will Learn
· The benefits to you and your company of turning around a difficult situation
· To identify what causes individuals to be demanding or difficult and the consequence
· How to stop ourselves taking things personally and becoming embroiled in an argument
· To recognise and manage your own responses, engaging "The Professional Brain"
· To develop strategies for handling different types of difficult customers
· To handle verbal aggression and "put downs"
· To know when and how to deal with unacceptable behaviour

Who Should Attend:

All Staff who have to manage difficult customer situations face to face or on the telephone. Note: This course does not deal with physical aggression or violence