This live, facilitator-led Dealing with Difficult Customers training course is delivered to you online at your computer. You still have all the benefits of interacting with our facilitators in real-time, just at your office or home desk. You can ask questions both during the training and afterwards with our free post-course help desk.
Dealing with difficult customers can be challenging. Learning how to handle these situations well, can turn your difficult customer into your biggest advocate and fan.
This workshop explores techniques and frameworks to support your customer conversations while meeting your organisations, and customers expectations.
8:30am to 11:30am
Welcome and Introduction
What Makes Customers Difficult?
Identifying reasons customers can be difficult
Identifying troublesome triggers
The role of perception
Building Rapport through listening and questioning
Turning customer negativity into positivity
Positive language vs blame language
Communication Tools & Techniques
Useful communication tools
Confidence in communicating
Pitfalls to avoid
Putting it all together
Understand what drives difficult behaviour
Manage emotions more effectively
Acquire some powerful communication tools
Undertake difficult conversations with more confidence
This course requires no previous training or experience.
“Helped me understand what I need to achieve to provide better customer service” Kim from Department of Education Services
“Answered my questions and gave me knowledge” Karen from DMIRS
“The best feature of this course is the practical application of this information to both work and personal life” Felicity from DMIRS
“The tools and methods given for dealing with difficult conversations were the best part of this course” Jodie from DMIRS
“Excellent presentation and useful tools” Yvonne from DMIRS
“Gained another viewpoint and model on handling difficult customers” Peter from DMIRS
“Trainer made the course fun and engaging” Robyn from DMIRS
“Gained a better understanding on how to handle difficult customers” Alan from DMIRS
“The best feature of this course was working with others” Donna from DMIRS
“Direct and to the point” Craig from DMIRS
“Best part of this course was the examples of key notes” Graham from City of Subiaco
“Now have access to a good skill set” Jeff from Department of Justice