Dealing With Angry Customers

Dealing with angry customers can be very challenging, It is essential that your customer facing staff have the necessary
skills and knowledge to diffuse difficult situations and ensure that the reputation of your organisation isn't tarnished. This is
why the training has been specifically designed to include role play plus other interactive methods of learning. Each delegate
will take away with them a useful course manual, full of practical tips. Additional to this, we are also giving each delegate free
email support for a three month period following the training.

Where will the workshop be held?
This open workshop is held near Central Milton Keynes, in a venue purposely built for training. The group sizes are never greater than ten. This ensures that all delegates can actively participate in all activities, therefore maximising the learning opportunities.

How will the course be taught?
After being welcomed with tea and coffee, delegates will enjoy getting in the mood for learning with our fun ice breaker. The pace is fast but enjoyable. The interactive learning activities will capture the imagination and utilise all of your senses. Each delegate will receive the knowledge and wisdom of a course presenter with over fifteen years experience in the customer services sector. After successfully completing the training, all delegates will receive a certificate of attendance prior to rounding off the morning with a buffet lunch.

What you will learn?

Why first impressions matter

Reasons customers get annoyed in the first place

How to use effective questioning techniques

How to listen actively

How to be assertive without being aggressive

How to make customers feel valued

Techniques to diffuse difficult situations

The art of telephone communication

Why it is essential to have a complaints policy

How to turn bad news into a positive experience

Prices do not include VAT