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.
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.
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.
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.
|Introduction – Welcome from Alan Stevens||FREE||00:02:00|
|Why Are Some Conversations Difficult?||00:02:00|
|Set-Up and Room Layout||00:03:00|
|How to Start the Conversation||00:02:00|
|Active Listening and Responding||00:02:00|
|Ask Open and Supportive Questions||00:02:00|
|Focus on Facts, Not Personalities||00:01:00|
|Use of Tone and Body Language||00:02:00|
|Exploring Alternative Solutions||00:01:00|
|How to Close a Difficult Conversation||00:02:00|
|Summary – What We’ve Covered||00:01:00|
|Thank You and Next Steps||00:01:00|
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