Handling Difficult People
Categories: Conflict Resolution
Handling Difficult People

Duration
One Day Course

Overview
This course is beneficial to delegates who: 
- deal with customers in their job, either face-to-face or over the telephone; 
- are new to the job market or have been employed for some time in a customer service role 
- believe their person-to-person skills and professionalism can be reinforced and updated 
- may have to deal with upset, angry or aggressive customers

Following the course, delegates will have learnt: 
- what constitutes, good customer service – both face-to-face and over the telephone
- how to best handle customer complaints and issues 
- how to manage others in a customer care environment.

Contents:
- The benefits of good customer care
- The external and internal customer
- Communication
- Listening skills and barriers
- The three ‘A’s of Customer Service
- Handling complaints
- Handling violent customers
- Incident reviews
- Professional telephone skills
- Giving customers your personal best
- Assessing strengths and weaknesses
- Creating a personal action plan
 
Course Dates
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The course either has new dates in data loading, or is only run as a dedicated or In Company course.
Tools
 
Key Details
Duration1 day
 
£149
per delegate