Customer Service Training Programs - Customer Service Courses

Course

In Cardiff

£ 1,495 + VAT

Description

  • Type

    Course

  • Location

    Cardiff (Wales)

  • Duration

    1 Day

  • Start date

    Different dates available

Delegate pack consisting of course notes and exercises Manual Experienced Instructor Refreshments

Facilities

Location

Start date

Cardiff
See map
Castle Street, CF10 1SZ

Start date

Different dates availableEnrolment now open

Questions & Answers

Add your question

Our advisors and other users will be able to reply to you

Who would you like to address this question to?

Fill in your details to get a reply

We will only publish your name and question

Reviews

This centre's achievements

2016

All courses are up to date

The average rating is higher than 3.7

More than 50 reviews in the last 12 months

This centre has featured on Emagister for 8 years

Subjects

  • Staff
  • IT
  • Customer Service
  • Communication Training
  • Improve Communication
  • Skills and Training

Course programme

The Knowledge Academy Dealing with Difficult Customers 1 day course covers the following topics:

Introduction

This training course provides the fundamental skills that will help you deal with difficult customers.

During this course, you will determine how self-awareness and self-control are critical when it comes to dealing with difficult conditions.

You will learn how to keep a peaceful atmosphere within your business as you learn to deal with difficult customers and situations.

Prerequisites

  • There are no prerequisites required, prior to attending this course.

Who Should Attend?

We particularly recommend this course, for those within these job roles:

  • Frontline Staff
  • Customer Support Officers
  • Customer Service Staff
  • Call Centre Staff
  • Reception Staff
  • Sales Team Members

It is also appropriate for anyone who delivers a service to ‘internal customers’ and will provide representatives with the essential skills required to deal professionally and peacefully with challenging customers.

Course Structure:

  • This course lasts for one day.

Course Content:

This course will cover the following topics

Understanding Customer Expectations

  • Types of Customers
  • Common Complaints
  • Identifying and Dealing with Difficult Customers
  • Influencing our Clients
  • Improving Client Relations through Effective Communication
  • Staying Professional when under Pressure
  • Dealing with Stressful Incidents
  • Handling Buyer Complaints
  • Action Planning within a Business
  • Resolving Customers Problems
  • Providing Electronic Support
  • Generating Business Return
  • Understanding Employee Performance
  • Speaking Assertively with Trades
  • Delivering Negative News in a Positive Way
  • Listening Effectively to Businesses

Managing Difficult Customers

  • Understanding Difficult Communication Channels and Their Effect
  • Assertive Communication
  • Strategies for Handling Dissatisfaction
  • Corresponding Positively and Calmly, Under Pressure and Saying Things in the Right Way
  • Managing the Extremes
  • Customer Behaviour Patterns
  • Types of Difficult Situations
  • Listening and Questioning Skills
  • Techniques for Dealing with Difficult Clienteles

Benefits of Course:

  • The benefits of providing excellent customer service
  • Concentrating on customer service perfection and success in a business
  • Dealing with demanding customers within a business
  • Solving customers problems in an effective and positive way
  • Improve communication and listening skills
  • Exceed expectations

Course Objectives:

  • Identify difficult customer behaviours
  • Establish operative approaches for each challenging situation
  • Implement listening skills to help resolve issues
  • Using a business framework and various methods
  • Building a relationship with the customer by establishing your own communication style
  • Establish the client’s requirements
  • Summarise and interpret relevant points back to the consumer
  • Assisting your client in a positive way
  • Robust interpersonal message skills
  • Problematic examination

Additional information

  • Gain an understanding of keeping calm successfully
  • Identify information on expectation management
  • Candidates will be able to lead by example effectively
  • GUARANTEED LOWEST PRICE IN THE INDUSTRY 
  • Develop knowledge on handling pressure efficiently
  • Courses delivered by world class training instructors
  • Dealing with Difficult Customers includes material and manuals
  • Book Online or Call 01344 203999 to speak to a training advisor today

Customer Service Training Programs - Customer Service Courses

£ 1,495 + VAT