Manage Difficult Customers Training
- Course title: Conflict with Difficult Customers Course
- Certified Yes
"Learning how to use certain language to get the best out of the situation, it will definitely change the way I do things in the future both in my business and home life. Thank you” Nicola Leveret - Receptionist
“Very positive and good information to use in my workplace, especially during my initial conversation with customers” Catherine Lister - Benefit Officer
“I found it all useful and it will change how I deal with customers in the future” Kim Birtwistle - Customer Service Manager
Who should attend
Designed for front-line staff that experience all levels of conflict with the customers. Typical participants include: housing & benefits staff, security guards, motorway service staff, care workers, housing association staff, nurses, customer service staff, airport workers, professionals services, retail assistants, reception staff, school wardens, car park enforcement officers, theatre workers.
Conflict Training Course to Manage Difficult Customers.
Is there such a thing as a difficult customers? Well we certainly have customers with behaviour that is challenging. It is also true that a small percentage of customers are very difficult to manage. However, how employees respond to the challenge will make a significant difference to the outcome. In some cases how human beings react to conflict can make the situation a lot worse. Our training recognises that we all have a default response and the skills we teach will help employees to respond in a more effective way.
This Conflict Training Course to manage difficult customer behaviour will equip employees to de-escalate difficult situations with customers. Participants will discover how to manage the ‘conflict cycle’, which can easily spin out of control. During the conflict course you will understand what underpins the aggressors behaviour and how to re-balance the interaction.
Many employees have to manage customers who interact with their organisation, because of necessity and not by choice; these customers often pose the greatest challenge. Workplace conflict can often causes employees to experience stress. Stress can become a destructive factor for employees who do not have the necessary conflict management skills.
This Conflict Training Course provides the conflict management tools and strategies that participants can employ immediately to defuse conflict and achieve improved outcomes. Conflict Training Course attendees will develop strategies to address workplace scenarios.
The aim of this Conflict Training Course is to learn how to manage challenging customers naturally, using your existing
resources & skills.
Key Learning points
Master unique techniques to avoid and defuse conflict
Use skilled language patterns that defuse situations
Identify ‘the bait’ and respond skilfully
Recognising and dealing with behaviour patterns
Methods in dealing with behavioural issues
Issues relating to drug, alcohol and mental health
Employ a staggeringly effective ‘fear control’ technique that will enable you to be calm when it matters!
Verbalise your needs and gain respect
Exude confidence when dealing with situations
Build colleague support strategies