Handling difficult customer situations in a professional and positive manner improves customer satisfaction, increases customer retention and can generate new opportunities.

Who should attend

 

Staff handling difficult customer situations, including: Complaints, anger, aggression, frustration, conflict & emotion.

Learning Outcome

 

Techniques, skills and structures to handle difficult customer situations in a professional, assertive and positive manner.

                                                                       

Examples of Course Topics

 

    • Recognising the characteristics of difficult customers

    • Showing genuine interest in the customers issues

    • Responsibility, Information and the direction of issues  

    • Turning negatives into positives

    • Positive words, language and statements

    • Assertiveness skills

    • Improving listening and questioning skills to establish peoples needs

    • Techniques to handle anger, complaints and difficult issues

    • How to Say "NO" to people respectively and provide alternatives

    • Reacting to difficult people and avoiding conflict

    • How reactions can effect the 'counter reactions' of your customers

    • Calming angry & upset individuals

    • Recording official complaints

    • Staying motivated and in stressful situations

    • Empathy and sympathy techniques

    • Rapport building and 'mirroring' skills

    • The importance of customer perception and customer relationships 

    • Giving reassurance, support and advice to people where necessary

Group practical's, discussions and activities are used to maximise participation from every delegate.

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Training Formats

 

The training format you choose, will depend on the number of people you would like to train and the availability of your staff. There are two training formats available:

 

1.) Bespoke In-house Training

 

    • Ideal for training groups of staff.

    • Flexible and cost effective training.

    • Design a bespoke training program to meet the needs of your staff.

    • Typical course lengh between 1 - 3 days.

    • Training can be held at your premises or a venue of your choice.

    • Consultancy and training needs analysis available.

2.) Open Course Workshops

 

    • Exceptional Customer Service

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Making an Enquiry

Please contact us to discuss your brief or to make a booking:

 

    • Tel: 0800 121 4660

    • Email: info@be-training.co.uk 

    • Complete a brief enquiry form and we will call you back.