DIFFICULT PEOPLE AND SITUATIONS

A 1 day training course to help you understand and manage difficult people and situations...

This practical workshop develops service skills essential for those dealing with customers on a daily basis. Through a series of group exercises, theoretical situations, video case studies and discussions, you’ll learn ways to manage difficult situations and people.

You’ll be able to put the skills into practice straight away.

Each participant receives a workbook filled with good ideas and practical exercises.

You Will Learn:

• Things that typically annoy your customers
• Why complaints are useful
• How to calm an upset person
• A practical six step model for difficult situations and upset customers
• Ways to deal with abusive customers
• How to control your feelings
• Stress management techniques
• Situations that upset customers

Facilitation

Our trainers are effervescent, with years of experience in customer service and sales roles. They use a range of training methods with a strong focus on incorporating different learning techniques to ensure the success of each training event. Our training is highly interactive. Small class sizes allow for maximum learning. Personal coaching is available.

In House

Delivery We can tailor the program to meet your people’s particular needs. This can be a stand alone training event or part of an ongoing service improvement strategy. Dealing With Difficult Customers is an ideal course for groups of 8 to 16. We are flexible about when and where we deliver training and will fit in with your needs.

For further information about Customer Service skills training, feel free to contact our customer service expert, Debby on 07 3264 5864 or email her at debby@teamocracy.com