Dealing with Challenging Situations

Course title

Dealing with Challenging Situations

Overview

An advanced course for all service personnel whether dealing with customers by telephone or in person.

Objectives

Reinforce and refresh basic customer handling skills

Develop skills in handling challenging service situations and difficult customers

Develop skills to handle customers and colleagues assertively

Increase confidence in handling difficult and challenging service situations

Content

Revisiting customer service principles

Refreshing customer handling skills

The psychology of customers

Understanding personality types

The real causes of anger and emotion

The three communication styles

Dealing with angry and unreasonable customers

Upset and emotional customers

What does the customer really want to hear?

Avoiding the common pitfalls

Words and phrases guaranteed to make things worse

Empathy, understanding and sensitivity

The power of ‘disarming’ techniques

Assertion is not aggression

Assertion and confidence

Steps to assertive customer handling

The language of assertion

Learning to say ‘no’

Delivery

In-company programme (typical group size: 8-12 attendees)

Duration

2 days

Fees

Subject to quotation

Course description

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