A Practical 1-day course where delegates learn techniques, skills and methods for coping with difficult and upset people

An intensive course that will provide delegates with proven techniques to deal professionally, and effectively with a  wide range of difficult situations, angry customers and irate callers

In just one day, you will learn skills that can be applied to take the heat out of contentious issues, turn a complaint into a customer service opportunity and generally help solve your customer’s problems

This intensive one-day course will cover the following key areas:

• Understanding why customer service and customers are vitally important to your company
• Learning to identify and deal professionally and effectively with a wide range of common customer dissatisfactions
• Utilising “Active Listening” to quickly identify and understand the underlying cause to the customers problem
• Practicing some proven techniques for quickly defusing highly emotional, upset or abusive callers
• Dealing sensitively with bruised ego’s, swinging emotions and hurt feelings
• Knowing the common “Fight Starter” words to avoid when dealing with an upset or angry customers
• Working with the 12 Golden “Do’s and Don’ts” for effectively handling complaint calls
• Identifying the different caller personality types to enable you to adjust your problem-solving style accordingly
• Utilising the 5-Step “ladder of success” for effectively dealing with problem customers

Who will benefit from attending this course?

The course will benefit all front line staff and management especially:

• Customer Services
• Debt Collection
• Call Centre Staff
• Secretaries
• Receptionists
• Sales
• Accounts Staff
• Workshop Staff
• Telesales
• HR & Payroll Staff