With the caravan and camping and land lease living lifestyle growing in popularity, customer expectations and demands are rising. Sometimes this can result in difficult and demanding customer situations.
The Association is offering members a full day Managing Difficult and Demanding Customers workshop on techniques to help your team deal with even the most difficult customers and give you a better understanding of why difficult people act the way they do.
This popular workshop also shows employees the benefits of improving listening, language and will teach behavioural skills that can be applied when dealing with customers in person, over the phone and via social media.
Topics include:
- Behaviours to avoid and what not to say
- Understanding the root of a customer’s problems
- 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
- Customer complaint managers
- Press and marketing teams
- Your brand ambassadors
- Even your CEO!
Presenter:
Judeth Wilson
CEO & Lead Trainer
WeTrain Leaders in Corporate Training
Places are strictly limited, so register early to avoid disappointment!
Locations
- 20th July 2021 & 5th August 2021: Online via Zoom (SOLD OUT)
- 1st September 2021: Online via Zoom (SOLD OUT)
- 9th September 2021: Online via Zoom (SOLD OUT)
- 12th October 2021: Online via Zoom
- 11th November 2021: Online via Zoom
More Information
If you have any questions or difficulties registering please contact Shannon Lakic at CCIA 0410 651 782 or email shannon.lakic@cciansw.com.au.