Managing Difficult and Demanding Customers
Ahead of the peak summer period give your team the skills and strategies they need to deal with even the most difficult and demanding customers so everyone can have a calm and happy holiday period.
Our Managing Difficult and Demanding Customers workshop on Wednesday 22 November 2023 will teach participants 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 teams and their support staff
- Customer service officers and receptionists
- Managers and assistant managers
- Customer complaint managers
- Press and marketing teams
- Your brand ambassadors
- Even the CEO!
Date
Wednesday 22 November 2023
Delivery Method
Interactive online workshop 9am – 4pm (divided into 2 x 3 hour sessions, delivered on the same day via Zoom)
Presenter
WeTrain Leaders in Corporate Training
Cost
$369 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.