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