Managing Difficult And Demanding Customers

Who is it for
If you have faced difficult customer situations in the past, or are likely to in the future, either face-to-face or on the telephone, you will find this course of benefit.


What is it about
· A greater understanding of what causes customers to be demanding or difficult
· The personal skills to stop taking things personally or becoming emotional
· Recognition of the best way to manage your responses, engaging Â"the professional brainÂ"
· Strategies for handling different types of difficult situations
· An ability to Â'stand your groundÂ' when unable to say Â"yesÂ"
· Confidence and guidelines for dealing with unacceptable behaviour



What will i get out of it
This course gives front-line personnel the skills to react calmly and positively with difficult customers by giving them an understanding of the causes of difficult behaviours and techniques to diffuse them. Delegates will learn how to distance themselves from any personal remarks and respond professionally without entering into arguments. (The course covers verbal not physical aggression or violence.)


Course overview
· Different communication channels and their effect
· Engage the Â'professional brainÂ' instead of the emotional, reactive brain
· Manage difficult situations using the variety of frameworks
· Learn how to say no when you canÂ't say yes
· How to give unwelcome news
· Handle criticism, put-downs, arrogance, persistence or patronising behaviours
· Professional guidelines for handling extreme and unacceptable behaviours.