Dealing with Difficult Customers

Course Content

Introduction

Difficult customers can prove to be very expensive in terms of lost revenue and time wasted. This course will look at the day to day pressures of people being aggressive, rude, impatient or uncooperative. Participants will develop practical techniques and gain an understanding of behaviour, as well as an understanding of how to adapt their own style when dealing with situations with a view to influencing the outcome. Organisations can gain significant efficiencies by limiting the resources they have to use on difficult customers, enabling them utilise these in more profitable areas.

Key Topics

• Recognising difficult behaviour
• Recognising difficult situations
• Communication
• Behavioural types
• Dealing with difficult behaviour
• Dealing with difficult situations

Related Courses

• essentials of customer service
• continuous improvement