• Courses For Business: Handling Difficult CustomersCourses For Business: Handling Difficult CustomersCourses For Business: Handling Difficult CustomersCourses For Business: Handling Difficult CustomersCourses For Business: Handling Difficult Customers

    Personal development
    skills courses

  • Duration: 1 Day
  • Who is it for: Those having to deal with difficult customers in their job.

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:

  • the importance of and 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
    • Handling difficult telephone calls
    • Giving customers your personal best
    • Assessing strengths and weaknesses
    • Creating a personal action plan
Interested in this course?

Some of our clients include

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