Managing Difficult and Demanding Customers

If you’re finding that customer expectations and demands are rising and this is resulting in your team having to deal with difficult and cranky customers, know you are not alone and there are strategies that can help.

Our popular Managing Difficult and Demanding Customers workshops are back this August 2022 and are packed full of techniques to help you deal with even the most difficult customers and give you a better understanding of why difficult people act the way they do.

They also show employees the benefits of improving listening and language and will teach behavioural skills that can be applied when dealing with customers in person, over the phone or via social media.

Topics include:

• Behaviours to avoid and what not to say
• Understanding the root of a customer’s problem
• Turning a heated situation into one where the customer becomes an ally in finding solutions
• The 6 principles of dealing with complaints successfully so customers feel listened-to and well treated
• Ways to remain calm and stress-free
• The H.E.L.P. principles for managing the most difficult of people
• How to set boundaries and deal with customers tactfully when they go too far
• How to say ‘no’ when you need to
• Developing an action plan to apply your new skills for dealing with difficult customers

Who Should do the Training?

Anyone in your business that deals with customers and/or escalated customer complaints, including:

• Your sales team and their support staff
• Customer service officers and receptionists
• Customer complaint managers
• Press and marketing teams
• Your brand ambassadors
• Even your CEO!

Event Details

Dates
Tuesday, 23 August 2022

Delivery Method
Interactive online workshop 9am – 4pm (divided into 2 x 3 hour sessions, delivered on the same day via Zoom)

Presenter
Judeth Wilson
CEO & Lead Trainer
WeTrain Leaders in Corporate Training

Cost
$330 per person (includes course materials)

Places are strictly limited, so register early to avoid disappointment!

If you have any questions or difficulties registering please contact Shannon Lakic at CCIA NSW 0410 651 782 or email shannon.lakic@cciansw.com.au.

Managing Difficult and Demanding Customers

If you’re finding that customer expectations and demands are rising and this is resulting in your team having to deal with difficult and cranky customers, know you are not alone and there are strategies that can help.

Our popular Managing Difficult and Demanding Customers workshops are back this August 2022 and are packed full of techniques to help you deal with even the most difficult customers and give you a better understanding of why difficult people act the way they do.

They also show employees the benefits of improving listening and language and will teach behavioural skills that can be applied when dealing with customers in person, over the phone or via social media.

Topics include:

• Behaviours to avoid and what not to say
• Understanding the root of a customer’s problem
• Turning a heated situation into one where the customer becomes an ally in finding solutions
• The 6 principles of dealing with complaints successfully so customers feel listened-to and well treated
• Ways to remain calm and stress-free
• The H.E.L.P. principles for managing the most difficult of people
• How to set boundaries and deal with customers tactfully when they go too far
• How to say ‘no’ when you need to
• Developing an action plan to apply your new skills for dealing with difficult customers

Who Should do the Training?

Anyone in your business that deals with customers and/or escalated customer complaints, including:

• Your sales team and their support staff
• Customer service officers and receptionists
• Customer complaint managers
• Press and marketing teams
• Your brand ambassadors
• Even your CEO!

Event Details

Dates
Tuesday, 30 August 2022

Delivery Method
Interactive online workshop 9am – 4pm (divided into 2 x 3 hour sessions, delivered on the same day via Zoom)

Presenter
Judeth Wilson
CEO & Lead Trainer
WeTrain Leaders in Corporate Training

Cost
$330 per person (includes course materials)

Places are strictly limited, so register early to avoid disappointment!

If you have any questions or difficulties registering please contact Shannon Lakic at CCIA NSW 0410 651 782 or email shannon.lakic@cciansw.com.au.

Under the Residential (Land Lease) Communities Act 2013 all new operators of residential land lease communities are required to complete mandatory education.

In July and September 2022, the Association will be running FREE 2-hour Wednesday Webinars covering the roles and responsibilities of community operators and managers, presented by our General Counsel, Bob Browne.

Topics include:

• Obligations of a Community Operator
  • Application of the Act
  • Registration of Communities
  • Notifying NSW Fair Trading
  • Rules of Conduct
  • Offences
  • Complaints and Disciplinary Action

• Entering into a Site Agreement
  • Process and Procedure
  • Disclosure Statements
  • Site Agreements:
    • Standard terms
    • Additional terms
    • Prohibited terms
  • Other Important Documents

• During a Site Agreement
  • Basic Operator Responsibilities
  • Engaging with Residents:
    • Community Rules
    • Residents Committees
  • Site Fees
  • Reducing Site Fees
  • Increasing Site Fees
  • Utilities and other charges
  • Mediation
  • Dealing with Disputes

• Ending a Site Agreement
  • • Sale of Homes
    • Deceased Estates
  • Termination of Site Agreements
  • Compensation

If you’re a new community operator or manager, or you want to brush up on your knowledge and skills, these webinars are for you.

The Association is offering member businesses a full day online workshop to help their team leaders, supervisors and new managers build their skills and confidence. If you, or a member of your staff, are new to a supervisory or leadership role this course is for you.

The Introduction to Supervision and Leadership workshop will teach you how to set goals for the team and to motivate and develop team members so they can continuously improve performance and handle difficult situations decisively.

Topics include:

• Identify your individual management style
• The essential qualities for success as a manager (without these, you’ll struggle in the role)
• Building, developing and maintaining a high performance team that consistently hits goals
• How to manage your own time effectively so that you achieve targets, avoid overwhelm and still have time left for yourself
• Nail the staff review process and provide feedback in a positive way
• How to deal with difficult people and challenging situations, plus smart strategies to prevent problems arising in the first place
• What superior managers do differently… and why this makes a BIG difference
• How to develop your own personal action plan to apply your new leadership skills

​Who Should do the Training?

• New team leaders, supervisors and managers
• Managers taking up new responsibilities
• Employees preparing for supervisory roles
• Managers who can benefit from renewed training to deal with unfamiliar situations and challenges (e.g. times of organisational stress or change).

Event Details

Date & Location:
9am – 4pm, Thursday, 15 September 2022
CCIA NSW Office
Rosehill Gardens Racecourse

Delivery Method:
In person workshop

Cost:
$370 per person (includes course materials, lunch, morning and afternoon tea)

Presenter:
Judeth Wilson
CEO & Lead Trainer
WeTrain, Leaders in Corporate Training

Places are strictly limited. Registrations close 5pm, Tuesday 30 August 2022.

We will be holding the next Trade Meeting on Tuesday 20th September at 10.30am.

The meeting will be held at our new training facility here at Rosehill, and we would encourage as many of you as possible to attend in person for a face to face meeting. This will provide an opportunity for us to reconnect, given our inability to do so over the last couple of years.

There is a lot of relevant information to recap on since our last Trade Meeting back in February and we will of course be interested in your feedback on current market conditions.

The meeting will be followed by a Lunch and light refreshments at 12pm.

An invite and full agenda will be sent to you shortly closer to the event, but please kindly place this marker in your diary.