Handling Difficult Customers (1 Day) | Premier Partnership

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Course Code: PPD142

Handling Difficult Customers (1 Day)

£895.00

+VAT

£1,074.00

per course | +VAT | Prices may vary for existing customers

1 Day

12

Face-to-Face / Virtual Classroom

Course Information

Course 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.

Target Audience

All Staff

Learning Outcomes

  • 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.

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