Dealing with Difficult Customers

Dealing with Difficult Customers

Retail rage, unreasonable demands, emotional pressure, frustration, verbal attacks, if you’re on the frontline dealing with difficult customers face-to-face — internal or external — it can be a volatile and challenging environment.

This comprehensive program teaches you techniques for preventing conflict such as managing customer expectations and building closer relations, as well as showing you what to do when things go wrong. It will help you remain calm and in control to negotiate a successful outcome.

You will firstly learn a deeper understanding of your own behaviour in challenging situations and then gain insights into customer behaviour, retail rage and how to manage complaints effectively.This program is designed to help frontline staff deal with difficult customers. Building on the themes of customer expectations and how to develop strong relationships with both internal and external customers, the course then focuses on what to do when things go wrong. By understanding your own behaviour in situations involving conflict and frustration, frontline staff will be better able to deal with these workplace challenges and still achieve a positive outcome for all concerned. Participants will gain insights into customer behaviour, retail rage and how to manage complaints effectively.

How the Dealing With Difficult Customers program benefits you and your organisation

Demonstrate a range of communication techniques to deal with difficult situations

Identify styles of behaviour and determine your own personal style

Communicate assertively

Become aware of the ways difficult people create and use conflict

Effectively handle conflict with customers and find positive solutions to complaints

Demonstrate a range of communication techniques to deal with difficult situations

Identify styles of behaviour and determine your own personal style

Communicate assertively

Become aware of the ways difficult people create and use conflict

Effectively handle conflict with customers and find positive solutions to complaints

Gain practical skills and knowledge

What do customers expect from you?

Building customer relationships and building rapport

Meeting the needs of internal customers

Roadblocks that create conflict with internal customers

Communicating effectively with customers

The nature of conflict and how to effectively manage conflict

Your own and customers’ behavioural style

Assertive communication

Retail rage

 

Please call us on 1300 928 239 for scheduled sessions.

Please note that this course is available to residents of NSW and ACT only