resultsdriven | group

Solution focused... ...return on investment driven

Dealing With Difficult Customers



Overview:


* Demonstrate a range of communication techniques to deal with difficult situations


* Identify styles of behaviour and determine your own personal style


* Communicate assertively


* Be more aware of the ways difficult people create and use conflict


* Effectively handle conflict with customers


* Find positive solutions to customer complain


Suitable for:
Anyone who has to deal with difficult customers on a regular basis.

The Programme Topic Areas are:
• What do customers expect from you?
• Building customer relationships
• Meeting the needs of internal customers
• Roadblocks that create conflict with internal customers
• Communicating effectively with customers
• Building rapport with customers
• The nature of conflict
• The effective way of managing conflict
• Your personal behavioural style
• Recognising customer behaviour
• Assertive communication
• Techniques for handling complaints
• Summary and action plans agreed

Related:

Team Building

Keswick Country Cottages
Team Building courses are held at our own properties in Keswick, click the image above for more details.
Recent images from our open residential and team development courses in Keswick, Cumbria