Managing Difficult And Demanding Customer Situations Training Course

This course will benefit you if you have faced difficult customer situations in the past, or are likely to in the future, either face-to-face or on the telephone. The course gives customer facing personnel the skills to react calmly and positively with difficult clients by giving them an understanding of the causes of difficult behaviour and the basic tools to diffuse it. Delegates will learn how to distance themselves from any personal remarks and respond professionally without entering in to arguments. The course teaches strategies for dealing with different types of behaviour so that delegates learn how to adapt their service style appropriately. The course is very practical with plenty of time for practice and interaction.

Course length = 1 day(s) ~ covering:-

• The behaviour iceberg: know what's happening above and below the surface in difficult situations
• Handle and diffuse verbal aggression and insults
• Keep yourself in peak emotional and professional condition to manage your responses professionally: engage the professional brain
• Understand and handle different types of difficult customers, including the arrogant, patronising or persistent
• Learn how to say 'No' when you can't say 'Yes'
• Manage the extremes: know when and how to deal with unacceptable behaviour

Course Fee = £499

Scheduled course dates

May 2010 June 2010 July 2010 August 2010 September 2010 October 2010 November 2010 December 2010 7 25 - 6 20 - 5 -