Handling Difficult Customers (Half 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, delegates will be able to:
• Describe the role of emotional intelligence and empathy in dealing with difficult situations.
• Understand how verbal and non
• verbal actions can affect a situation.
• Outline some techniques that can be used to build rapport with customers.
• Demonstrate different techniques that can manage conflict or diffuse difficult situations.

Assessment

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