Handling difficult Customers

Business Benefit

• Retention of customers who, if not handled sensitively, might go to a competitor.
• Retaining customers is more cost effective than attracting new customers.
• Confident able frontline staff.

Course Content

• The benefits of turning around a difficult customer
• Communication channels (telephone/face to face/ correspondence.)
• Examining different types of customer
• Developing strategies to deal with different types of difficult situations
• Looking at customers with special requirements
• How to remain focused on the situation and not become personally involved
• How to handle verbal aggression
• Handling complaints
• How to gather information by using effective questioning techniques
• Agreeing a way forward
• Following-up.

Who should attend?

• Frontline and support staff.
• Staff who deal face to face or on the telephone with customers.

COURSE DURATION

• Half day

Course COST
See price list