Description

Being able to effectively manage upset customers and their complaints is a key skill in any organisation. Quite often this ‘trying’ time with customers can be the make or break of a customer relationship, and you’ll need to mitigate the risk of receiving negative word-of-mouth and other damaging fallout from unhappy clients.

With this effecient and enjoyable video-led online course you’ll learn how to deal with these situations without loosing your cool, and effectively turn the situation into a positive. Split into 12 bite-sized 10-minute videos, each with a workbook to prompt thoughts and actions, you will find this course both down-to-earth and easy to apply in real life.

Topics Covered in this Online Course

• Communication skills
• Listening skills
• Questioning skills
• Being assertive
• Difficult customer types
• Showing empathy
• Difficult customer techniques
• Handling conflict
• Abusive customers
• Negotiation skills
• Advanced difficult customer techniques.

Extra Information

Each topic includes a workbook that will help you apply the principles in your role and provide an action plan that you can work towards for each area.