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Customer Service | Training Course

Learn how to resolve the challenges that difficult customers and stressful situations create.
Gain the confidence to reach a positive resolution that will keep customer happy.

PERSONAL DEVELOPMENT EXPERTS | PROFESSIONAL TRAINING | SMALL COURSE SIZES | LONDON LOCATION

  Course Dates Venue   Price  
London Bridge £379 + VAT save £100
Online £329 + VAT save £150
London Bridge £479 + VAT

Customer Service | Training Course

Course Takeaways
Course Info

Course Offering

Course Takeaways
Takeaways

What will I learn?

  • What is a difficult customer?
  • Assess the situation and challenges
  • Good communication
  • Develop your assertiveness
  • Find a resolution
  • Free digital course assets
  • Free post-course helpdesk support
Course Takeaways
Learner Reviews

How good is the course?

  • New Course
  • No reviews yet
  • Delicious lunch provided
  • Certificate of Achievement
  • 0 reviews

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

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"Engaging, connecting and making each area relevant for our role. Super attentive with each attendee and showed genuine care with each person"
Estée Lauder
26th January - Public Speaking

Latest Reviews



"Fantastic trainer, great range of topics covered at a good pace, it was eye-opening and enjoyable. Thank you!"
Exeter College
  • 26th January


"Course was very thorough and covered a lot of different areas over the two days. Examples were highly relevant and I learnt lots of things that will benefit my everyday work. It was also useful to be able to take away all files used on the course."
Literacy Tree
  • 25th January


"Every aspect was first class. From hospitality upon arrival, refreshments, lunch, etc. Amazing location and venue. fabulous tutor, very knowledgeable and easy to work with. Would thoroughly recommend and hope to come back for further training. Fantastic value too."
Camden Council
  • 25th January