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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.


  Course Dates Venue   Price  
London Bridge £399 + VAT save £80
Online £479 + VAT
Online £479 + VAT

Customer Service | Training Course

Course Takeaways
Course Info

Course Offering

Course 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


• 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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"Nicole was a fantastic trainer - she was great at keeping our group entertained and interested, while being succinct and clear with her instructions. The building was immaculate, and fit for purpose, and the food was very tasty and filing. I had a fantastic experience and would certainly recommend to a friend."
Judicial Office
30th September - Filming and Editing Interviews

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