Dealing With Difficult Customers

Level
Total time

Dealing With Difficult Customers

Results Driven Group
Logo Results Driven Group

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Description

This course gives you the core skills needed to deal with difficult customers.

Overview:

This course helps identify difficult personality types and how to deal with them effectively and provides the skills necessary for dealing with hard-to-handle people.

Suitable for:

Front line staff who wish to improve their skills at handling difficult people in challenging situations.

The Programme Topic Areas are:

  • Recognise classic profiles of difficult people and strategies for handling them
  • Pre-empt challenging situations and avoid escalating them further
  • Identifying customer types
  • Recognise personality types with which you may clash
  • Strategies for dealing with the different customer types
  • W…

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Frequently asked questions

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This course gives you the core skills needed to deal with difficult customers.

Overview:

This course helps identify difficult personality types and how to deal with them effectively and provides the skills necessary for dealing with hard-to-handle people.

Suitable for:

Front line staff who wish to improve their skills at handling difficult people in challenging situations.

The Programme Topic Areas are:

  • Recognise classic profiles of difficult people and strategies for handling them
  • Pre-empt challenging situations and avoid escalating them further
  • Identifying customer types
  • Recognise personality types with which you may clash
  • Strategies for dealing with the different customer types
  • Why does a customer complain?
  • Dealing with complaints
  • Complaint recordings
  • Calming angry, upset and unresponsive individuals
  • Handle aggressive behaviour
  • Summary & action plans agreed

"A difficult subject which was delivered in an interesting, thought-provoking and often interesting way."

Client Manager – Transport Company

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