Dealing with Difficult Customers
Course Overview
Customers are becoming increasingly demanding and discerning, often expecting exemplary service. If they have a complaint that it isn’t being heard and/or dealt with effectively, they’ll either go elsewhere, or they will become increasingly difficult/aggressive until they get what they want/need. No matter how customer focused or efficient an organisation is though, things will inevitably go wrong occasionally. Anyone in a front-line role is therefore not only likely to have to handle negative feedback and complaints from time to time, but they will also have to deal with customers who are increasingly demanding. How these situations are dealt with can have a significant impact on the future relationship and loyalty of our customers. Anyone who can successfully defuse difficult situations can turn dissatisfied customers into loyal allies. They will also be able to minimise the levels of personal stress that these encounters can cause.
This course is particularly suitable for front line staff, including customer service and call centre personnel, reception staff and sales team members who regularly deal with customers either face-to-face or on the telephone. It is also suitable for anyone who provides a service to ‘internal customers’ and will enable all delegates to deal professionally and calmly with demanding/challenging customers, achieving positive outcomes for all.
Assertiveness and Conflict Management Assessments
In addition to the face-to-face element of the training, we also offer two different psychometric tests, either or both of which can be completed as self-assessments or as 360 degree appraisals. The tests that are particularly relevant to this topc measure against the key assertiveness competencies and identify your preferred conflict management style. Whist the tests are entirely optional, the assessments are extremely useful for enhancing self-awareness and for providing a focus for on-going learning and development. The test themselves are in interactive pdf format and can be completed at any time on your own computer. Once you have completed the test/s, you simply click on a "submit" button and we will automatically receive your answers for collation into a comprehensive printed report, including some useful suggestions of potential areas for improvement.
"At last, some constructive ways to meet and even exceed the expectations of our very demanding customers. Thanks!"
“I now feel far more confident in my ability to respond to customers who are being difficult.”
“It was extremely useful to think about why customers are sometimes difficult and how the use of empathy and problem solving techniques can diffuse many difficult encounters.”
“The course was excellent, well structured, and full of practical tips and examples.”
“Thanks again for another great course! Nobody likes dealing with difficult customers but now I don’t dread having to deal with them any more.”