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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

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

  Course Dates Venue   Price  
Online £349 + VAT save £100
London Bridge £449 + VAT
Online £449 + VAT
London Bridge £449 + VAT
Online £449 + VAT
London Bridge £449 + VAT
Online £449 + VAT
London Bridge £449 + VAT
Online £449 + VAT
London Bridge £449 + VAT
Online £449 + VAT

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"Prep, Knowledge and Examples were exceptional. Showed great understanding and knowledge of the course."
Dragados
10th May - Microsoft Excel : Intermediate

Latest Reviews



"The knowledge of the trainer was exceptional. Staff were very friendly and helpful."
Techbuyer
  • 7th May


"Really informative and interesting content, plus great opportunity to get hands on experience. Excellent tutor, many thanks."
MarkBContent
  • 7th May


"Covering all important aspects of word. Very knowledgeable trainer and answered all my questions."
Financial And Leasing Association
  • 7th May
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