Here’s What Our Dealing With Difficult Customers Training Covers
Why difficult and embarrassing situations with customers can really harm your business
How to listen effectively, empathise, interact and respond
Strategies for dealing with customers when they start shouting and become abusive
How to handle sarcasm and intimidating comments
Dealing effectively with an aggressive customer
Techniques for defusing anger
Techniques to calm customers down
Techniques to deal with demands that complaints be escalated to senior management
Confidence building strategies
Our Dealing With Difficult Customers Training Course Is The Perfect Solution For Managers Who Have To Handle Difficult Conversations with their Clients and Customers
This course supports team leaders and managers who interact with customers.
It is a powerful solution for handling challenging people on the telephone and face to face.
Using specific techniques for dealing with difficult people or situations does not come naturally. We are all hard-wired by instinct to do all the wrong things when tensions and emotions run high.
Our course on dealing with difficult customers provides insight into why we behave as we do, both as customers and as managers trying to resolve the issues.
Your managers will feel empowered to handle difficult customers in an empathetic, caring, problem-solving and customer-focussed way which protects your brand and reputation.
“Today I was back at work for the first time and positive comments about the customer focus have not stopped coming in. You seem to have made a hit with Claims Department and Accounts Department most. For me this is good music as generally Claims and Accounts are 2 vociferous complainers within MSI.”
Chris Meli, Chief Officer, Human Resources, MiddleSea Insurance, Malta
“Impressed…hit the mark every time…” Conflict Resolution Training for Regulator
“We were faced with the task of training over 200 people in conflict resolution across the UK. The training was great. I really felt as though the company listened to us, challenged our assumptions and designed a tailored training package particular to our needs. ”
“When I first met with the learning providers I was struck by the high level of professionalism, scope of knowledge and understanding and attention to detail. We quickly developed a partnership working style but with a clear sense that I was the client – this is a balance that other training providers I have worked with have never managed to get right. I was impressed with the high level of customer service offered, not just to us but also to our customers. They really became one of the team. In over a dozen training sessions across the UK, with a variety of audience types, they helped us to deliver a consistently high quality product which hit the mark every time.”
Operations Manager, General Dental Council
The Methods We’ll Use And The Benefits To You
Our delivery methods are uniquely different from other learning providers.
We’ve always been about achievement, not just the learning. Our approach is to deliver intensive, high impact and inspirational events that will make a difference to performance and success.
We choose to combine expert trainer-led sessions with other blended learning tools, including simulations, interactive theatre and practice. Core methods also include paired work, quizzes, questionnaires group discussion and reflective journaling.
We don’t waste your time and money with endless meaningless exercises and unfocussed group discussions but focus on approaches that fast track learning and change. Unlike other learning providers we also include an accountability partner system to help transfer and sustain the learning back at work.
Leading Light Learning ensures methods that:
Cater for different learning styles
Take into account how adults learn
Overcome any barriers to learning
Create a focussed but enjoyable experience
Help the transfer of learning and make training stick back at work
Respect equality and diversity in the workplace
Demonstrate an immediate return on investment
Here’s what to do next
If you are looking for a high impact, practical expert solution to train managers to deal with difficult customers then our programme is the perfect solution for you.
Please enter your details in the contact form at the foot of this page and in return you’ll get a response from one of our Client Solutions Managers who will be able to provide you with a complete proposal for the programme based on your specific requirements.
Alternatively if you’d like to call us you can contact us on 0845 165 6269 and you’ll be immediately assigned a Client Solutions Manager who’ll take care of your project.