Managing Difficult and Demanding Customers

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.

Scroll to Top