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

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