Dealing with Difficult Customers
In this action packed and interactive seminar delegates will learn how to maintain a positive state of mind, diffuse and influence an angry or unreasonable customer and negotiate a satisfactory outcome.
Improve the quality of life for your team at work by utilising advanced management skills to cope with those 'out of control' customers. They will learn how to stay in a positive state of mind, to not take things personally and calmly move those challenging situations towards a positive outcome. Participants identify essential self–management skills which will remove the chance of conflict and escalation.
Give your team the opportunity to learn how to handle the difficult and frustrating behaviour of other people in a way that leaves them free and satisfied. They will emerge being more productive, proactive and positive! They will interact with fellow participants and brainstorm practical action steps to apply in your organisation.
Customers want a resolution
Who will benefit:
This is one of our popular regular public programs. It may be customised to your specific needs. Especially suitable for individuals or teams in small and medium size business, local government, state government and federal government agencies, corporate teams, and for call/contact centre teams.
Outcomes:
On completion delegates will be able to:
- Identify emotional triggers
- Not take things personally
- Understand their own communication style
- Recognise and manage customer behaviour
- Question effectively / efficiently
- Use empathy appropriately
- See a complaint as a gift/opportunity
- Effectively communicate the company standards
- Assertively negotiate
- Confidently manage difficult situations
- Implement excellent listening skills
- Stay in a positive state of mind
- Reduce stress
- Remain objective
- Deliver bad news confidently
- Avoid using deflating words
- Avoid blaming or justifying
- Maintain patience and composure
- Use the LASER model to maintain focus and momentum
- Restore sanity, positivity and energy!
Course format:
Pre-course self analysis, interactive dialogue, audio and video presentations, group activities, exercises, skills practices (taped role plays and feedback), discussions, quiz and a personal action plan.
Participants must complete a “Learning Check” and evaluation on completion.
Certificate presented to each participant on satisfactory completion
Inclusions:
Everyone receives a comprehensive reader-friendly workbook, to refer to during and after the course. Lunch and refreshments also provided.
Group Size: 6-10 Participants Numbers can be increased for private seminars
Duration: 1 day
Time: 8:30 AM - 4:00 PM
Location: 18B, 328 Albany Highway, Victoria Park.
Tuesday 19th of October 2010
Wednesday 24th of November 2010
Thursday 09th of September 2010
Wednesday 10th of November 2010
Public Courses
- Dealing With Difficult Customers
- Telephone Courtesy and Etiquette
- Receptionist Essentials Training
- Dynamic Sales Training
- Verbal Victory
- Team Leadership & Team Development
- Effective Public Speaking
- Quality Credit Collection Skills
- Turning Enquiries into Sales
- Customer Service Skills Training
- Esperance Dealing With Difficult Cust
- Esperance Courtesy & Etiquette
- Course Calender
Upcoming Course Dates
Click on a date to register!
Wednesday 29th of September 2010Tuesday 19th of October 2010
Wednesday 24th of November 2010
Thursday 09th of September 2010
Wednesday 10th of November 2010
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Course Calendar »
