Dealing with Challenging Customers

Prerequisites:

Course Description:

To be successful within business we need to be able to communicate effectively and understand our relationships with our customers and theirs with us. This course examines how we relate to others and identifies ways to improve these relationships and the communication that takes place.

This course is specifically designed to enable participants to take control of challenging customer situations. Attendees will learn how and why customers can be demanding and learn strategies for dealing with them effectively.

The course is highly practical and helps delegates to increase their self-awareness as well as providing opportunities to develop their skills.

Anyone who has to deal with challenging customers on a day to day basis will benefit from attending this course.

Delegates will learn how to:

• Identify your preferred behaviours when communicating and its impact on others
• Recognise the use of effective questioning and of active listening techniques
• Consider the impact of non-verbal communication and have identified the five stages of rapport
• Deal with conflict constructively
• Recognise and use transactional analysis deal more effectively with customers
• Ensure your written communication conveys your message positively

This course includes the following modules:

Course Content

• Establish personal objectives for the course
• Personal experiences of being a challenging customer and of dealing with challenging customers
• Summary of do and donts when dealing with challenging customers
• Structuring an effective conversation with a customer
• Levels of rapport
• The significance of matching and pacing
• Questioning techniques and listening skills
• The transactional analysis model
• Assertiveness skills and techniques
• Handling conflict
• PACR managing emotions
• Written communication
• Completion of a personal action plan