Course description
Customer Service
Learn how to resolve the challenges that difficult customers and stressful situations create. Gain the confidence to reach a positive resolution that will keep customers happy.
This is a one-day interactive course designed to teach anyone working in a face-to-face environment how to successfully resolve the challenges that difficult customers and stressful situations create.
The course will teach you to confidently manage difficult customers and situations in order to minimise the possibility of conflict. It will also teach you what you can do to create the best likelihood of reaching a constructive resolution.
The course is very interactive with workshops providing delegates with the opportunity to improve their skills in real-life situations. Courses can also be run on a private basis allowing the scenarios and workshops to be tailored to a specific industry. Please call us to discuss this if you wish to organise a tailored course.
You need no previous experience to attend this course.
Outcome / Qualification etc.
Awards: Certificate of Achievement
What Will I Learn?
- What is a difficult customer?
- Assess the situation and challenges
- Good communication
- Develop your assertiveness
- Find a resolution
Training Course Content
Introduction
- Assessing a problem
- What is a difficult customer?
- What is a good outcome for the situation?
Assessing the situation and challenges
- Recognizing behavioural signs and situations that signal potential conflict
- The Wall of Challenge
- What is empathy?
- Anticipating and preventing conflict
Good communication
- Building rapport with a customer
- Using your own communication tools
- Active listening
- Questioning
- Listening
- Clarifying understanding
Developing your assertiveness
- Assertiveness at work
- Managing difficult situations
- Using your own confidence to de-escalate a situation
- Taking control of the conversation
Finding Resolution
- Understanding the customer's issues and possible solutions
- Presenting possible solutions
- Moving to resolution with a customer
- Influencing customers and showing concern
Course delivery details
The following delivery options are available for this course:
- Classroom at London Bridge
- Online, live from anywhere
Why choose Media Training
25+ years of experience
Average class size of 6
Choose Mac or PC
About provider
Media Training
What makes a great course? When we opened our first centre 25 years ago, we asked ourselves this question. We've spent every day since perfecting the answer. We offer over 100 instructor-led courses that you can choose to attend either...
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Contact info
Media Training
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