Corporate training | Dealing with difficult customers

Equip your team to deal with all situations, even with difficult customers.

Minimise reputational risk and maximise goodwill.  Ensure your staff portray the best possible image for your business especially when customers are difficult.  We have unique experience developed over 20 years of corporate training to help employees handle difficult customers and potentially violent situations at work. We can help with all customer interactions face to face, on the phone and in writing. Our progammes are tailored to reflect your emphasis. Clients have included the Dental Complaints Service, legal pratices, education staff, local authority professionals particularly those in an enforcement role, call centre teams and employees in a range of organisations who have had to handle difficult situations as a result of bad publicity.  These clients continually use us because they recognise the depth of expertise we have in this area.

Highlights of our in-house and tailored dealing with difficult customers course

• Understanding different behaviours – recognising words, body language, tone and feelings
• Appreciating root causes – stimulus and response and reasons why we behave as we do
• Key diffusion techniques, face to face and over the telephone
• Introducing Assertion to communicate in an open and honest way with difficult customers
• Dealing with covert aggression and manipulation

Benefits

Because people are complicated we have designed this development day to provide customer facing employees with proven skills and techniques to help deal with difficult customers. The day provides an insight into people’s behaviour and some of the reasons why we behave as we do. Learn how to diffuse tensions and what to do if the situation escalates. Gain by having a greater understanding of habitual responses and how these may help or hinder. The main focus for this day is handling situations with difficult customers who are external, although it will be useful for dealing with internal people too. Benefits include: enabling delegates to handle difficult customers in a respectful and confident way ensuring a good image for the organisation and less stress for the staff.

Takeaways:

• recognising different behaviours using verbal clues and body language
• understanding why angry situations develop
• understanding habitual responses when dealing with difficult customers
• applying the Trigger, Interpretation, Arousal, Behaviour Model
• appreciating how important responses are
• avoiding ‘red rags’
• applying a range of skills and techniques to calm situations and to generate ‘win/win’ solutions wherever possible
• devising an action plan to apply back at work to get the most return from the day, and
• feeling more confident and in control when dealing with difficult customers

Your programme will be tailored in line with your customer care ethos, policy and complaints handling procedures. Don’t forget was also have programmes on customer service excellence. Call us now on 0845 165 6269 or email lauren@trainingtoachieveuk.com to book or discuss how we can help.