Managing Customers in Difficult Situations

“To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity." ~ Douglas Adams

Overview

Take control of challenging circumstances and emerge victoriously. Maintaining customer relations is crucial to success, and this workshop trains you to tactfully navigate difficult situations and achieve results that make a lasting positive impact on customers.

Workshop Contents

• Sweet & Sour Communication Experiences
• Develop Rapport
• Understand Yourself
• Upset Customer or Difficult Customer
• Understand Complaints & Conflict
• Handling Conflict & Difficult Situations
• Healing Conversations
• Active Listening Skills
• Dealing with Emotion

Duration

2-day or 3-day workshop

Learning Outcomes

• To identify and overcome barriers to communication which can lead to difficult situations with the customer
• To apply specific interpersonal skills required for effective communication in the workplace
• To practice “lights up” communication skills in order to build relationships positively