Other courses from In-house
Customer Service
- Customer Service ABC
- Dealing with Customers
- Dealing with Difficult Situations
- Listening Skills Workshop
- Assertiveness Workshop
- Customer Re-focus
- ICS First Impressions
Selling Skills
Home Demonstration
Home Handover
In-house Research and Training Ltd
24 Borough Fields, Wootton Bassett, Wilts, SN4 7AX
www.inhouse.uk.net | info@inhouse.uk.net | 01793 848455
Course Information Sheet
Overview:
If you dread difficult customer meetings or calls, dread dealing with customer anger and/or abuse, this course is for you. We guarantee that it will give you the basic skills and confidence you need to be able to handle any difficult situation.
The message is simple, there is no magic wand, but there are some simple techniques that anyone can apply with practise.
During the course you will be encouraged to work on your own difficult situation scenarios based upon your real life experiences.
Course Style
This is a full day, course. For up to 15 delegates.
Course Content:
- The “me” I present to “you”. Keeping your instinctive responses in check
- The first 120 milliseconds
- Getting the customer to see you as a friend
- Active listening in stressful conditions
- Delivering bad news
- Focusing on what you can do - not what you can’t
- What to do when things get heated
- What to do when the customer crosses the line from anger to abuse
Content not quite what you are looking for?
Contact us...we are happy to modify any course to suit your exact needs.
Dealing with Difficult Situations
“No magic wand - just sound advice to get you through”