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Dealing with Difficult Customers / Situations


To effectively deal with difficult situations, people must take ownership of issues, show genuine empathy, stay calm under pressure and work with customers, not against them. Dealing with difficult situations regains the confidence of customers, improves customer retention and creates future sales opportunities.

 


Who Should Attend?

People who want to handle difficult situations and customer complaints professionally. Staff of all levels can attend this dealing with difficult situations training course; Administrators, Advisors, Assistants, Analysts, Support, Consultants, HR & Accounts Personnel, Team Leaders, Managers and Directors.

 

 

Learning Outcome

Attitude, Reactions & Behaviours

  • Take ownership with a positive ‘can do’ attitude
  • Avoid behaviour that could escalate situations
  • Stay calm under pressure & handle criticism positively
  • Take the positives, not the negatives from difficult situations
  • Maintain a positive mindset after a negative encounter
  • Reduce stress by controlling reactions & emotions

 

Deal With Difficult Situations

  • Establish the needs of customers and manage expectations
  • Structured approach when answering tough questions
  • Effective problem solving techniques
  • Present bad news in a positive manner

 

Handle Difficult Customers

  • Why can some customers be difficult?
  • Influence the counter-reactions of difficult customers
  • Minimise the negative impact of issues
  • Learn how to show genuine empathy
  • Alternatives for saying the word no
  • Handle frustrated, disgruntled, rude & aggressive people
  • Manage conflicting personalities
  • Move ‘hardball’ customers forward

 

Complaint Handling

  • Establish customers needs and manage their expectations
  • Internal and external complaint management
  • Structures to improve consistency and turnaround time
  • Work with your customers, not against them
  • Recover the trust and confidence of customers
  • Professional techniques to follow-up
  • Handle complaints regarding colleagues
  • Respond to complaints by email
  • Turn complaints in to opportunities

 

Course Delivery

  • Interactive group discussions
  • Group practical’s are tailored to the individual needs of delegates
  • Plenty of personal coaching is given
  • Training manual provided to record scenarios practiced in the course
  • Delegates complete a detailed action plan to ensure skills are implemented

 

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Training Format Available

 

Bespoke In-house Training (Suitable for Training Groups)

 

  • Training can be delivered at your premises or a venue of your choice throughout the UK.
  • Course length, topics, delivery style and practical's are tailored to your requirements.
  • Bespoke Course Manual & Certificate Awarded.

Please contact us to discuss your training requirements - Click Here >

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Clients Include

Hamilton Mercer Training - Clients

 

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Dealing With Difficult Situations Training Programmes

Dealing With Difficult Situations Training
Call 0800 121 4660
Email info@hamiltonmercer.co.uk
Enquiry form Click here

“I thought the course was excellent and tailored to our needs very well. I am looking forward to putting the skills I have leant into practice. The trainer was very good and engaging.”


Reservations Supervisor

Economy Car Hire

 

“I have learnt how to deal with angry customers and how to improve communication. The role plays show our weaknesses so then we will do the role play again and improve. The trainer was very good.”


Customer Advisor

Gerhardt

 

“I have improved my confidence and feel I have the skills in place to improve further. I am more equipped to deal with problem customers efficiently and confidently.”

Customer Advisor

BG Controls

 

Dealing with Difficult Situations