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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 £399 + VAT save £80
Online £479 + VAT
Online £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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"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

Latest Reviews



"I very much enjoyed the challenged of this course, and how using SEO language for digital platforms is like a puzzle. i think this will be very helpful in the future throughout my work and personal writing to be clear and concise with sharing information. i think Kirsty is a wonderful teacher!"
Little Dot Studios
  • 29th September


"This course was very helpful - covered all the basics but in suitable depth. I now understand they hows & whys"
Modo Energy
  • 29th September


"Very interactive and knowledgeable and a great space for training"
Epping Forest District Council
  • 28th September