Dealing with Challenging Customers — A 1-Day Course

 Closed In-House Course

Course Synopsis

To be successful within business we need to be able to communicate effectively and understand our relationships with our customers and theirs with us. This course examines how we relate to others and identifies ways to improve these relationships and the communication that takes place.

This course is specifically designed to enable participants to take control of challenging customer situations. Attendees will learn how and why customers can be demanding and learn strategies for dealing with them effectively.

The course is highly practical and helps delegates to increase their self-awareness as well as providing opportunities to develop their skills.

Anyone who has to deal with challenging customers on a day to day basis will benefit from attending this course.

Course Objectives

Delegates will learn how to:

• Identify your preferred behaviours when communicating and its impact on others
• Recognise the use of effective questioning and of active listening techniques
• Consider the impact of non-verbal communication and have identified the five stages of rapport
• Deal with conflict constructively
• Recognise and use transactional analysis deal more effectively with customers

Prerequisites

Attendance of customer care over the telephone or delivering customer service excellence.

Outline Course Contents

Establish personal objectives for the course

Personal experiences of being a challenging customer and of dealing with challenging customers

Summary of do and don'ts when dealing with challenging customers

Structuring an effective conversation with a customer

Levels of rapport

The significance of matching and pacing

Questioning techniques and listening skills

The transactional analysis model

Assertiveness skills and techniques

Handling conflict

Telephone practise and feedback

Completion of a personal action plan