Dealing With Difficult Customers

Dealing With Difficult Customers

Overview:

* Demonstrate a range of communication techniques to deal with difficult situations 

* Identify styles of behaviour and determine your own personal style 

* Communicate assertively 

* Be more aware of the ways difficult people create and use conflict 

* Effectively handle conflict with customers 

* Find positive solutions to customer complain

Suitable for:

Anyone who has to deal with difficult customers on a regular basis.

The Programme Topic Areas are:

• What do customers expect from you?
• Building customer relationships
• Meeting the needs of internal customers
• Roadblocks that create conflict with internal customers
• Communicating effectively with customers
• Building rapport with customers
• The nature of conflict
• The effective way of managing conflict
• Your personal behavioural style
• Recognising customer behaviour
• Assertive communication
• Techniques for handling complaints
• Summary and action plans agreed