Dealing with difficult customers
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
What Makes Customers Challenging
- What makes customers difficult?
- Things to influence
Controlling the situation
- Your attitude
- Why do people behave that way
- Recognising behaviours
- Learning from complaints
- Using the right words
- Dealing with various types of customer
- Techniques in closing
- Abusive language