Details
The Secret To Successfully Managing Difficult And Demanding Customers
How often have you thought back and wished you had been able to handle a tricky customer in a better way? This course provides the skills to be able to react calmly and positively with difficult customers by looking at the causes of the difficult behaviour
and the tools to diffuse it. Delegates will learn how to engage their ‘professional brain’ and adapt their service styles appropriately rather than taking things personally and getting embroiled in an argument.
Outline
This course provides the skills to be able to react calmly and positively with difficult customers by looking at the causes of the difficult behaviour and the tools to diffuse it. Delegates will learn how to engage their ‘professional brain’ and adapt their service styles appropriately rather than taking things personally and getting embroiled in an argument.
What will delegates get out of the course?
- Understanding of what causes customers to be difficult
- Understanding of the benefits to you, and your company, of turning around a difficult situation
- Foundation for the principles, attitudes and skills essential for a quality service experience
- Ability to engage the ‘professional brain’ and not take it personally
- Confidence to manage your responses appropriately
- Ability to identify and deal professionally with unacceptable behaviour
We are a Sydney based company providing a unique package of training and coaching solutions, tailored to your needs. Training is the foundation, it enhances skills, builds staff loyalty resulting in happier more confident employees.
Investing in training and development combined with recognition demonstrates to employees they are highly valued, this helps build loyalty. Ongoing training needs to be supported to ensure retention and application of newly learnt skills and knowledge are applied this results in continual high levels of productivity, efficiency and staff dedication; essential to profitable growth and reduced industrial relations issues.
Our solutions are designed to be practical, cost effective and results-oriented, while meeting the highest expectations of our clients. We help to transform people and their performance. Understanding that being exceptional doesn’t happen overnight but rather a result of continual learning, implementing and mastering of new skills, we also provides personal one on one coaching to ensure that managers become highly effective leaders that improve and grow any business they are work in.
