Customer Service - Handling Difficult Customers
Providing top-tier customer service is one of the most basic and effective ways to bolster your business’s sales and growth, but it isn’t always easy. Difficult customers present unique customer service challenges and you require specific training and techniques to satisfy their needs. The way you respond to a difficult customer depends on the situation, so you should be familiar with a range of challenging customer scenarios, as well as the best ways to respond to each of them. You will also receive CPD certification for completing the course.
Learning Outcomes:
- Learn how to improve your customer service skills;
- Understand the different types of challenging customers;
- Learn how to deal with customer complaints effectively; and
- Learn how to deal with negativity in customer service.
Content:
- Must-have vital customer service skills you need;
- Types of challenging customers and how to handle them;
- Steps for dealing with customer complaints effectively;
- Do’s and Don’ts when handling customer complaints;
- Ways to deal with negativity in customer service;
- Activities for handling difficult customer conversations (scenario role-play).
Delivery Model:
Tutor led on-line workshops 2 x (2 hrs)
One-to-one on-line tutor coaching (1 hr)
Total 5 hrs
Cost:
£95 + VAT per person
£695 + VAT per Group (max. 8 persons per group)
