Overview

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 as well as negative word of mouth. Split into 12 bite-sized 10-minute videos each with a workbook, you will find this course both down to earth and easy to apply.

Topics for this course include:

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