Who is it for?
This dealing with difficult customers course is for people who regularly come in to contact with people who use their services.
Dealing with difficult customers and service users is not easy. Sometimes, no matter what you do, some people aren't happy unless they're unhappy!
This Dealing with Difficult Customers course helps staff that come into contact with those customers who appear to constantly be looking for a flaw in your service, taking advantage of your policies and being impossible to appease - that “hard to please” bunch.
However, perhaps surprisingly, you can learn more from these difficult service users, than you could ever learn from your most loyal customers, because often in the myriad of their rants, is a nugget of information that means you can address where your service might be failing. Their feedback can be brutal but that doesn’t mean it isn’t useful.
Staff attending this course can learn the techniques for dealing with aggressive, challenging members of the public in a controlled way, enabling them to try to resolve their issues, reviewing the service offering, and when to know that whatever you do, will never be enough.
Identify what makes people difficult
Looking at what we offer through the eyes of the customer
Understanding the way they respond – Transactional Analysis
How to defuse a conflict situation – case studies and discussion
Handling serial complainers BUT making sure you don’t miss an important message!
Overcoming the obstacles to resolving the complaint
How to handle criticism when it becomes personal
Knowing when you have done as much as you can for them
1 day, normally between 9:30 and 4:30