Dealing with Difficult Customers is a one-day workshop for all frontline and support staff who deal with customers both face-to-face and over the telephone. It’s suitable for all staff, supervisors and managers who become involved in dealing with sensitive customer service issues. The workshop is challenging, thought provoking, motivational and, above all, fun.

Workshop Aims

The aim of this workshop is to increase the participant’s awareness of the skills required to successfully deal with difficult customers face-to-face and over the telephone.

Workshop Objectives

By the end of this workshop participants will be able to:

• Understand the value of customer complaints
• Develop a range of skills for dealing effectively with difficult customers
• Describe a framework for dealing with customer complaints
• Understand the role of assertive behaviour in dealing with difficult customers
• Understand the role that building empathy plays in achieving a successful outcome
• Practice dealing with difficult & challenging telephone calls
• State how to improve the service provided to the customer in order to reduce the number of complaints
• Develop an action plan to apply their learning back in the workplace

Participants will become more confident, assertive and motivated in order to build effective customer relationships. The workshop will use a variety of interactive learning tools including individual exercises, small group work and plenary discussion.