Introduction

• Assessing a problem

• What is a difficult customer?

• What is a good outcome for the situation?

Assessing the situation and challenges

• Recognizing behavioural signs and situations that signal potential conflict

• The Wall of Challenge

• What is empathy?

• Anticipating and preventing conflict

Good communication

• Building rapport with a customer

• Using your own communication tools

• Active listening

• Questioning

• Listening

• Clarifying understanding

Developing your assertiveness

• Assertiveness at work

• Managing difficult situations

• Using your own confidence to de-escalate a situation

• Taking control of the conversation

Finding Resolution

• Understanding the customer's issues and possible solutions

• Presenting possible solutions

• Moving to resolution with a customer

• Influencing customers and showing concern

Questions and Answers