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
To equip participants with skills to manage difficult situations and achieve desired results.
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