Managing Difficult And Demanding Customers

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Reed Learning offers their products as a default in the following regions: Birmingham, London

Description

Course overview Who is it for?

Anyone who has to maintain professional customer service when dealing with difficult customers, either face-to-face or on the phone.

What is it about?

This course gives front-line personnel the skills to react calmly and positively with difficult customers. It offers an understanding of the causes of difficult behaviours and effective 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.)

What will I get out of it?
  • A greater understanding of what causes customers to be demanding or diff…

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Frequently asked questions

There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.

Course overview Who is it for?

Anyone who has to maintain professional customer service when dealing with difficult customers, either face-to-face or on the phone.

What is it about?

This course gives front-line personnel the skills to react calmly and positively with difficult customers. It offers an understanding of the causes of difficult behaviours and effective 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.)

What will I get out of it?
  • 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 “the professional brain”

  • Strategies for handling different types of difficult situations

  • An ability to stand your ground when unable to say “yes”

  • Confidence and guidelines for dealing with unacceptable behaviour

What will I learn?
  • Different communication channels and their effect

  • Engage the ‘professional brain’ instead of the emotional, reactive brain

  • Manage difficult situations using the variety of frameworks

  • Learn how to say no when you can’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

All of our courses are worth 6 hours of CPD per day.

What a great course, plenty of activities that were stimulating and helped to develop further knowledge and will continue to help me in my job role. “

- Carley Jobling

HCR Plc


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    There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.