Call us on 01452 221 777
Email us at info@glosenterprise.co.uk
My Cart
Login | Register

Dealing with Difficult Customers

Who should attend?

This course is for anyone who deals with customers on a face-to-face basis or over the telephone. It is designed especially for those with responsibility for ensuring customer issues are dealt with promptly, politely, fairly and firmly.

Why should you attend?

All of us have experienced the hard done-by customer before and have no doubt felt their wrath as they allow emotion to over-ride their rationality. They feel an insane urge to have a go at the first member of staff they meet, regardless of whether they can help or not.

Attendance on this course will enable you to deal better with anger and aggression directed towards you. You will learn how to bring a greater degree of skill and confidence to situations involving difficult customers and be better placed to convert complaints into opportunities.

Course outline

  • The customer service role
  • 10 step method for dealing with customers both internal and external
  • Identifying areas in which you need to be exceptionally good when dealing with difficult customers
  • How people communicate
  • How to say it, your voice, your words, your phrases

Assessment

Assessment For those seeking recognition for their learning, this course is based on the ILM unit: Understanding Customer Service Standards & Requirements. Successful completion of the assignment will result in the achievement in 2 credits at Level 3.

Progression

For those seeking to achieve a qualification at Level 3, you will need to achieve a further 2 credits for the ILM Award or 11 credits for the ILM Certificate.

Cost

Course: £252.00 +VAT

Time & Location

9:30AM until 1:00PM @ Twigworth Business Centre

Available dates

Related Courses

insert-alt

Delivering Outstanding Customer Service

This course delivered over 2 half-day sessions at our training centre in Twigworth. For your customers, the people they encounter and the service they receive from them defines your business. In these days of fierce competition and narrow margins, it is the quality of your product or service and customer experience that is going to set you apart, build loyalty and keep your competitors at bay.

 insert-alt

Managing Team Conflicts

This course delivered over 1 half-day session at our training centre in Twigworth. Some conflict at work is inevitable, whether it occurs between fellow team members, supervisors, managers, customers or suppliers.  What's really important is how you deal with it, and this course offers simple techniques you can use quickly and easily.

 insert-alt

Assertiveness & Increasing Self Confidence

This course delivered over 2 half-day sessions at our training centre in Twigworth. This course is one of our most popular and it’s easy to see why. Effective interaction at work is underpinned by an ability to communicate clearly, honestly, openly and confidently - in other words, assertively. You’ll learn to reduce relationship conflict both in and out of the workplace, and develop confidence in yourself.