Member price: £195.00 + VAT pp
Non-member price: £210 + VAT pp

Duration: 1 Day

Course Information

Providing customer service today is not always easy, customers often have heightened and seemingly unreasonable expectations of service levels. In general, we have a potentially explosive cocktail. This course helps staff to manage difficult customer situations with greater skill and confidence, recognising that transforming a difficult situation can result in a lifelong ally.

Who Should Attend Handling Difficult and Demanding Customers Training?

For staff who are likely to encounter difficult customer situations, either in person or on the telephone.

Benefits from Attending the Training

• Identify what makes a customer ‘difficult’.
• Handling complaints through the development of questioning and listening techniques.
• Skills to communicate calmly and professionally.
• Skills of assertiveness and how to apply the technique.

Course Contents 

• Causes of difficulty: what make your customers difficult?
• Different communication channels and their effect: face to face, on the telephone, written.
• Managing our own responses: Keeping in peek condition, emotionally, and professionally.
• Communicating confidently and calmly: under pressure and saying things in the right way.
• Strategies for handling dissatisfaction: turning around a tricky situation or complaint.
• How to say “No”: when you can’t say “yes”.
• Controlling your own anxiety, anger and fear in a conflict situation.
• Stopping conflict from escalating.