Difficult Customers

Course Description:

No organisation or person is perfect. Handling difficult situations effectively is now a key skill. Your participants will learn the key skills.

Delegates Will Learn:

- Your participants will learn how difficult situations can be valuable.

- Participants will learn an easy-to-use effective manner of dealing with difficult situation

- Your participants will learn how to be effective in their 'follow-up.'

- Questions are a key part of dealing with difficult situations, as well as other situations they will meet. Participants will learn how to ask effective questions.

- Listening is not silence but a skill that accompanies questioning.

This course includes the following modules:

SEQUENCE FOR HANDLING DIFFICULT SITUATIONS

• The first part of a call/meeting
• How to show concern without necessarily admitting liability
• How to ascertain the key facts
• Obtaining real agreement
• How to avoid the 'fait accompli' or resentment
• Role-Play, Discussion

THE FOLLOW-UP

• Key elements in following-up any difficult situation
• Ownership of problems
• Internal communication
• Role-Play, Discussion

QUESTIONING STRUCTURE

• The structure of a question
• The role and value of questions in difficult situations
• How to avoid the pitfall of a poor question aggravating a situation
• Questioning style
• Exercises, Role-Play, Discussion

LISTENING SKILLS

• Barriers to effective listening
• The difference between a good and bad listener
• Stages of listening
• Using active listening to steer a conversation
• Exercise, Role-Play, Discussion
• SUMMARY, ROUND-TABLE, PERSONAL ACTION PLAN