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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
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  • 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

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