Dealing With Difficult Customers

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