Objective: This programme provides the solutions to dealing with difficult situations with customers. Going into depth as to what causes these situations, how to react to them and how to turn them into positive experiences for both you and the customer are discovered during this programme.

Duration: 1 Day

OVERVIEW: There are no prerequisites for this course

Outline:

What Makes Customers Challenging

  • What makes customers difficult?
  • Expectations
  • Reaction
  • Things to influence

Controlling the situation

  • Your attitude
  • Outlook
  • Why do people behave that way
  • Recognising behaviours
  • Learning from complaints
  • Using the right words

Great Strategies

  • Stages
  • Dealing with various types of customer
  • Techniques in closing
  • Abusive language
  • De-briefing

12 + 12 =