Handling Difficult People

In many organisations we come across the Customer from hell. Handling that customer effectively is crucial to the success of any organisation. This course is designed to prepare you to deal with those difficult situations that occur from time to time in any organisation. Dealing with difficult situations is an important skill that few people master without some training. Is the customer always right?

• Building your confidence
• Prevention is better than cure
• How to recognise the status of the situation
• How to use proactive strategies to head off difficult customer situations
• Why should you learn how to deal with difficult customers?
• Two main types of difficult customer
• Change your complainers into advocates
• Take a more positive approach to angry or upset customers
• Learn how to diffuse
• Learning outcomes:
• Active listening
• Effective questioning
• Defusing conflict
• Handling emotions
• Take control of discussions
• Take ownership of outcomes
• Positive ways to Yes
(Agreement)
• Turning negatives into opportunities