Dealing with Difficult People including Complaint Handling
Course Synopsis
A one day workshop designed to take the “angst” out of dealing with difficult customers by giving participants the necessary skills and techniques for dealing effectively with diffiuclt customers and in particular, how to manage aggressive, irate customers in order to achieve positive outcomes.
Key Modules
- Understanding the different types of difficult customers and their specific needs
- Reasons why customers become difficult
- What are difficult customers looking for?
- Key strategies for dealing with difficult customers – H.E.A.T – a 4 step model for effective complaint resolution; active listening techniques; assertion techniques; managing a really angry and abusive customer
- The importance of the words and phrases to use and avoid
Workshop dates
Schedule for: 2012 | 2013
There is no schedule for this course for the selected year. Contact us for availability or try a different year.