Handling Difficult Customers

Course Description

Successful businesses are built on the quality of the products and services that they provide. They strive to achieve excellence, yet there will invariably be occasions when the customer is dissatisfied. Research shows that a negative situation handled well can lead to a more loyal customer. This course is designed to help you deal with aggressive people and difficult situations with confidence.

Course Content:

• How to recognise passive, aggressive andassertive behaviour
• The importance of communicationand listening skills and identifying what these are
• The importance of effective body language
• Why you need to avoid prejudice and stereotyping
• Tips and techniques on talk-down techniques
• Workplace security

Who is it For?

Those whose role involves liaising with customers, which can be internal or external to the organisation and where they are required to deal with sensitive or difficult situations involving customers.