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Dealing With Difficult Situations Training

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 ositively
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

Download PDF Version of Course Information - Click Here

Related Customer Service Course

Dealing With Difficult Situations - This 1 day course enables people to deal with a variety of difficult situations, angry customers and complaints.

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Training Formats Available

Option 1 - 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 content and length is tailored to suit the needs of your staff.
We design tailored group practical's to recreate 'real life' scenarios faced by your staff.
Bespoke Course Manual and Hamilton Mercer Certificate Awarded.

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

Option 2 - Public Workshops (Suitable for Training Individuals)

Course Length: 1 day (9.30am - 5pm).
Price: £275+vat per delegate.
Course Manual and Hamilton Mercer Certificate Awarded.
Lunch and Refreshments Provided.
Maximum of 5 delegates per course to ensure plenty of personal coaching is given.

London Workshop Dates 2009		Birmingham Workshop Dates 2009
September 2nd	Places Available	September 3rd	Fully Booked
September 22nd	Places Available	September 22nd	Places Available
October 1st	Fully Booked	November 17th	Places Available
October 14th	Places Available
November 4th	Places Available