Programme Objective

Build and grow your confidence with customers & deliver a great customer experience

Learning Outcomes

The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively when managing a difficult customer. Participants will learn the importance of effectively deal with challenging situations in a calm and assertive way, without reacting inappropriately resulting in satisfied and loyal customers.

Programme Outline

• The essence of effective communication i.e. Listening skills, rapport building and how to quickly build rapport. Empathic and sensitivity, listening skills

• Why customers get upset

• Choosing client centric language

• A complaint is a gift – the opportunity to create a positive outcome

• Handling difficult customers and complaints calmly, assertively and effectively

• Making the customer feel important and valued

• Staying positive, handling stress, managing your reactions and emotions, and understanding behaviour

• Understanding the customer’s need Programme Methodology

• Training presentation

• Training exercises

• Skills practice / role play

• Group discussion

• Video

Target Audience

A practical and interactive half day workshop, the course is designed for all who work directly with customers both on the telephone or on a face to face basis – includes managers, field support, administrators, reception, managers, customer service etc.