Delighting Difficult Customers

Delighting Difficult Customers

About the course:
This practical workshop will give you tools to confidently manage customer conflict and complaints.

This one-day workshop is designed to give you the communication skills to handle any awkward situation or difficult customer. We will develop your creativity and problem solving skills in order to turn a complaint into a compliment. We will demonstrate how you can deliver bad news to your customer whilst still maintaining rapport and trust. You'll have the knowledge to deal calmly and effectively with customer conflict without getting burnt out.

Suitable for anyone who would like to feel more confident when dealing with angry or hostile customers and complaints.

Course Content:

• Understand conflict and why it happens
• Identify the stages of the service cycle
• Personality styles and how they affect communication
• Creating empathy and trust
• Problem solving and creativity at work
• Practical techniques for managing the conversation
• Learn how to remain calm under pressure

This is a flexible course and will be tailored to the delegate training needs attending on the day

Assessment:
There are no formal assessments on this course.

Progression:
CMI Management Qualifications, NVQ's in Management.

Code : Time : Duration : Day : Tuition Fee : Admin Fee
B02284 001 00:00 - 00:00 01/12/2009 - 01/12/2009 Tuesday 95