Do you often feel frustrated when serving difficult customers?
Why are some customers more difficult than others?
How do you turn a difficult service situation around to achieve a Win-Win outcome?

Why not learn to identify and understand potentially difficult customers instead of giving in to the negative emotions generated while trying to just 'get rid of them'? Let's face it, you aren't always going to get kind and easy-going customers. Consider the amount of time and money spent on service recovery if your employees are not trained to handle difficult customers now.

Observe Learn how to make observations to your advantage and detect the signals of change through communication. Ask questions Learn how to ask appropriate questions that elicit responses from customers. Listen Acquire essential listening skills that help you understand the emotions behind the issue. Conclude Summarise and draw conclusions from the situation.

• Using organization - specific case studies, participants craft their entire script of how they will handle difficult situations be applying skills they have learnt.

TARGET AUDIENCE
This program is specially designed for:

• All service staff from various service industry sectors.
• All backroom staff with functional responsibility working with internal customers to provide service excellence.

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	Online Registration

COURSE OUTLINE

1) 25, 26 OCT 2010 2) 01, 02 DEC 2010 All registrations must be received 3 weeks before commencement date)