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 |
Tom works in Internal Communications for an NHS service provider. Listen to his experience about attending our online Adobe Premiere Intro course.
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