Dealing with Difficult Customers


Equip your staff with the tools to turn a challenging situation into a positive customer relationship.

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“The best thing about this workshop was that it helped broaden my knowledge of different ways to deal with complaints.”

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Content

Key Subject Areas

  • Conflict as Communication.
  • Trigger behaviours.
  • Benefits of confrontation.
  • Managing anger, and dealing with other peoples anger.
  • Causes of difficult behaviour
  • Conflict resolution model.
  • De-stress options to use when things get ugly.
  • Personal action plan.

Learning Outcomes

  • Recognise how attitudes and actions affect others.
  • Find new and effective techniques for dealing with difficult customers.
  • Learn techniques and strategies for managing and dealing with anger.
  • Develop coping strategies for dealing with difficult customers and turning difficult situations into win/win situations.

Who Should Attend

Anyone who is in a position where they regularly find themselves presented with customers or colleagues that are difficult to deal with.