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Libraries staff welcome training to handle difficult customers 

Premier Partnership were asked to deliver a training programme on behalf of the London Borough of Ealing for customer facing library staff on the handling of difficult customers. The programme has successfully equipped the learners with the knowledge and skills to handle difficult customers and diffuse challenging situations.

The programme covered important topics such as understanding why people may get upset, how poor service can lead to difficult customers and the role of communication in managing conflict. The training also provided learners with techniques to build rapport with customers, manage conflict and led to them developing a personal action plan to handle difficult situations.

The feedback received from the delegates shows that 100% of those who undertook the training would highly recommend the session and is a testament to the quality of the training and delivery with the Premier Partnership  trainer receiving high praise.

Post-course, one learner said, “As a result of this learning, I will engage with customers more and provide a great customer service that incorporates all the aspects of the course. The trainer was great, thorough and got to the point.“

Another added, “The trainer articulated the seminar very well and I grabbed a lot of useful ideas which I can implement as a general life skill and as a result I will change the way I interact with difficult customers and I now have a new strategy on de-escalating situations.”

Manny Manoharan, Service Manager, endorsed the programme by saying,  “The courses were well structured, covered all relevant points, and were presented in an articulate manner. Our staff were presented with valuable ideas and strategies on how to deal with difficult customers in challenging circumstances. After completing these courses, we have observed staff dealing with challenges in difficult situations and a reduction in incidents of this nature”.

With the growing trend of council services being moved to local libraries, it's clear that customer service training programmes will be in high demand. The success of this programme proves it can benefit others who are undertaking similar changes to their services.

If you would like to find out more about the programme, please contact Amanda Kane at: amanda.kane@premier-partnership.co.uk who will be able to discuss your requirements.

Jon Knight
Marketing Coordinator