Handling Difficult Customers (1 day)

Overview

The aim of this programme is to provide an overview of why people may be difficult, the different types of conflict this can create and how to diffuse this

Learning

• At the end of this course participants will be able to:
• Describe how and why people may get upset.
• Explain how poor service may lead to ‘difficult customers.
• Describe the role of communication in diffusing difficult situations.
• Outline some of the techniques that can be used to build rapport with customers.
• Demonstrate listening techniques that can manage conflict or diffuse difficult situations.
• Develop a personal action plan to manage conflict.

Assessment

Qualitative assessment by tutor (For example: observations or demonstrations throughout course)

Trigger Warning:
This course contains material that addresses sensitive subjects, including but not limited to violence, abuse, mental health issues, discrimination, and trauma. Some participants may find certain content distressing. Individuals are encouraged to prioritise their wellbeing and may take a break or step away from the session at any time. Support is available through internal organisational channels and external professional services. A list of relevant support resources will be provided at the conclusion of the session.