Course Summary

Do you have to deal with demanding or challenging customers face-to-face or on the telephone or both?   Are you looking for creative as well as practical solutions that work?  This course is designed to reduce your stress, frustration, anger, disappointment or even, at times, feeling of inadequacy when you ask yourself, “What can I do or say next to address this problem?”

Working with your challenging and demanding customers professionally and positively can make the difference between building a customer’s loyalty or losing the customer forever.  Outstanding customer service can create the competitive edge that makes or breaks an organisation.  We all recognise that customer needs and high expectations are increasing. 

Join us and learn how to manage demanding customers in a professional, decisive and constructive manner so that all parties are content. Sharpen your present skills as well as learn new ones.

What you will learn

• To develop your communication skills to deal more confidently with demanding customers
• Words and phrases you can rely on
• When and how to say "no".  Become more assertive v. passive or aggressive
• To use the right tone, pitch and pace to maintain your professional style
• How to stay in control and not take negative behaviour personally
• To turn yourself into an effective listener, negotiator and problem solver
• To solve problems and smooth ruffled feelings with skill, tact and patience

Who should attend?

Customer service staff, from the novice to the experienced, who want to build their level of confidence and skills bank to manage demanding customers and difficult situations.

Workshop Timetable