Managing Difficult and Demanding Customers

This course gives customer facing personnel the skills to react calmly and positively with difficult clients by giving them an understanding of the causes of difficult behaviour and the basic tools to diffuse it. Delegates will learn how to distance themselves from any personal remarks and respond professionally without entering in to arguments. The course teaches strategies for dealing with different types of behaviour so that delegates learn how to adapt their service style appropriately. The course is very practical with plenty of time for practice and interaction. Course Outline: The behaviour iceberg: know whats happening above and below the surface in difficult situations Handle and diffuse verbal aggression and insults Keep yourself in peak emotional and professional condition to manage your responses professionally: engage the professional brain Understand and handle different types of difficult customers, including the arrogant, patronising or persistent Learn how to say No when you cant say Yes Manage the extremes: know when and how to deal with unacceptable behaviour (The content of this course does not cover physical aggression or violence)