Handling Challenging Customers

Course Overview:

When we encounter people they often interfere with our enjoyment and effectiveness at work. It is often difficult to know how to confront and deal with the situation and if unsuccessful attempts to do so are made, the conflict leaves us feeling stressed and ineffective. This highly practical course will give you the confidence and skills to deal effectively with the difficult person, improving the quality of your working life.

Course Objectives:

By the end of the session, the course will equip participants to;

• Build their confidence in handling difficult situations
• Learn the skills and techniques to turn difficult situations into positive experiences
• Understand behaviour patterns and identified coping strategies
• Practice communication skills in dealing with conflict
• Recognise the causes of conflict
• Develop a personal action plan

Course Content:

Diagnosis of the Problem

• Analysis of the customer profile
• Expectations and objectives for the day
• Strengths and weaknesses of the service provided

Customer Expectations

• The difference between satisfaction and dissatisfaction
• How to impress the customer
• Making sure that expectations are realistic

The Impact Factor

• Impressions vs. Images
• The importance of Non-Verbal behaviour
• Giving and receiving the right message
• Understanding how the customer feels

The Psychology of Behaviour

• The difference between aggressive, assertive and passive communication
• Transactional analysis – why we communicate the way we do
• Rights and responsibilities

Techniques to Succeed

• Assertive behaviour techniques
• Diffusing Anger
• Handling negative feelings – both for self and the customer
• Turning complaints into compliments
• Develop a personal action plan

**Duration: ** One Day