Course Overview

With any customer-facing role, there are times when you will find yourself in a difficult situation with a customer that requires a certain set of communication and practical skills to resolve any issues successfully. The Handling Difficult Customers training course teaches learners how to handle difficult conversations as a manager or wider member of the customer service team, guiding you on how to use your body language effectively, master crucial active listening techniques, and stay calm under pressure.

Key Topics to Be Covered

• How to open and close a difficult conversation with a customer
• Strategies for handling difficult customers and conversations
• The art of active listening and responding
• How to ask open and supportive questions
• The tone of voice and body language techniques

Learning Outcomes

• Learn how to start and close a difficult conversation successfully and with confidence
• Understand how to use your body language to communicate with customers effectively
• Enhance your communication skills to ask open and productive questions
• Learn the art of active listening to be able to engage with the customer fully
• Demonstrate knowledge of the rules regarding customer service etiquette
• Build rapport through empathy and learn how to stay calm under pressure

Your Path to Success

On successful completion, you will have the practical skills and knowledge to provide excellent customer service to all types of customers, take control of difficult situations and resolve problems with professionalism, competency and confidence. You will also have a range of communication skills for dealing with challenging customer-facing scenarios.

Skills You Will Gain

• Customer service
• Problem-solving
• Communication
• Stress Management

Is This Handling Difficult Customers Course Right for You?

This course is ideal for those who work in customer-facing roles who wish to develop the fundamental skills to deal with difficult customers efficiently and confidently. There are no specific entry requirements for this course, which can be studied on a part-time or full-time basis.

Certification

Upon passing the course, you will receive proper certification that is accredited by IAO and CPD and universally accepted. You can order your certificate at a cost of £10 for PDF and £29 for hardcopy certificate or both for £39.