Dealing with Difficult Customers

Dealing with difficult customers can be challenging.  Learning how to handle these situations well, can turn your difficult customer into your biggest advocate and fan.

This workshop explores techniques and frameworks to support your customer conversations while meeting your organisations, and customers expectations.

Course Times

• 12:30pm to 3:30pm

Course Content

Welcome and Introduction

• Welcome
• Learning outcomes

What Makes Customers Difficult?

• Identifying reasons customers can be difficult
• Identifying troublesome triggers
• The role of perception

Respond Effectively

• Building Rapport through listening and questioning
• Turning customer negativity into positivity
• Positive language vs blame language

Communication Tools & Techniques

• Useful communication tools
• Confidence in communicating
• Pitfalls to avoid

Putting it all together

• Action Plan

• Understand what drives difficult behaviour
• Manage emotions more effectively
• Acquire some powerful communication tools
• Undertake difficult conversations with more confidence

This course requires no previous training or experience.

“Helped me understand what I need to achieve to provide better customer service” Kim from Department of Education Services

“Answered my questions and gave me knowledge” Karen from DMIRS

“The best feature of this course is the practical application of this information to both work and personal life” Felicity from DMIRS

“The tools and methods given for dealing with difficult conversations were the best part of this course” Jodie from DMIRS

“Excellent presentation and useful tools” Yvonne from DMIRS

“Gained another viewpoint and model on handling difficult customers” Peter from DMIRS

“Trainer made the course fun and engaging” Robyn from DMIRS

“Gained a better understanding on how to handle difficult customers” Alan from DMIRS

“The best feature of this course was working with others” Donna from DMIRS

“Direct and to the point” Craig from DMIRS

“Best part of this course was the examples of key notes” Graham from City of Subiaco

“Now have access to a good skill set” Jeff from Department of Justice