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Customer Service

Managing Difficult and Demanding Customer Situations

  • Duration:1 Day
  • Cost:€474 + VAT
  • Ref:MDDC

Transform customers with unreasonable expectations into lifelong allies

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Cost €474.00 Duration 1 day Code MDDC

Who is it for

If you have faced difficult customer situations in the past, or are likely to in the future, either face-to-face or on the telephone, you will find this course of benefit.

What is it about

This course gives customer facing personnel the skills to react calmly and positively with difficult clients by giving them an understanding of the causes of difficult behaviour and the basic tools to diffuse it. Delegates will learn how to distance themselves from any personal remarks and respond professionally without entering in to arguments.  The course teaches strategies for dealing with different types of behaviour so that delegates learn how to adapt their service style appropriately.  The course is very practical with plenty of time for practice and interaction. 

Course Overview

  • The behaviour iceberg: know what’s happening above and below the surface in difficult situations
  • Handle and diffuse verbal aggression and insults
  • Keep yourself in peak emotional and professional condition to manage your responses professionally: engage the professional brain
  • Understand and handle different types of difficult customers, including the arrogant, patronising or persistent
  • Learn how to say ‘No’ when you can’t say ‘Yes’
  • Manage the extremes: know when and how to deal with unacceptable behaviour

(The content of this course does not cover physical aggression or violence)

What will I get out of it?

  • An understanding of what causes customers to be demanding or difficult
  • The personal skills to stop taking things personally or becoming emotional
  • Recognition of the best way to manage your responses, engaging “The Professional Brain”
  • Strategies for handling different types of difficult customer
  • Confidence to deal with unacceptable behaviour

Accredited by

ACCA - counts towards CPD points

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