Handling Difficult Customers (14 hrs)

Course Code: CX-HDCS-02

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?

Consider the amount of time and money spent on service recovery if your employees are not trained to handle difficult customers now. Attend this course and learn to identify and understand potentially difficult customers instead of giving in to the negative emotions generated when dealing with difficult customers.

  • Be conscious of the cost and consequences when handling situations and customers
  • Instill in participants a sense of ownership and responsibility in handling customers

Participants will be introduced to the 6 types of difficult people (Bully, Complainer, Blur, SmartAlec, Alien, Liar) and learn to identify their behaviours

Learn about the filters in perception (Generalisation, Deletion, Distortion, Closure) that affect communication

Practise and apply these skills when handling difficult people for a win-win outcome:

  • 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

Use of organisation-specific case studies to learn to craft the entire script and apply skills learnt on how to handle difficult situations

Participants will learn through role plays, video presentations, and group exercises.

This course is suitable for service staff from various industries and backroom staff with functional responsibility working with internal customers to provide service excellence.

Duration : 2 days (14 hrs)
Time : 9:00am to 5:00pm

Course Fee : $500.00
Nett Fee Incl. 7% GST : $535.00

Key Benefits
  • Be conscious of the cost and consequences when handling situations and customers
  • Instill in participants a sense of ownership and responsibility in handling customers
Course Contents

Participants will be introduced to the 6 types of difficult people (Bully, Complainer, Blur, SmartAlec, Alien, Liar) and learn to identify their behaviours

Learn about the filters in perception (Generalisation, Deletion, Distortion, Closure) that affect communication

Practise and apply these skills when handling difficult people for a win-win outcome:

  • 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

Use of organisation-specific case studies to learn to craft the entire script and apply skills learnt on how to handle difficult situations

Learning Methodology

Participants will learn through role plays, video presentations, and group exercises.

Who Should Attend

This course is suitable for service staff from various industries and backroom staff with functional responsibility working with internal customers to provide service excellence.

Course Details

Duration : 2 days (14 hrs)
Time : 9:00am to 5:00pm

Course Fee : $500.00
Nett Fee Incl. 7% GST : $535.00

Course Application

Details Registration
December 1, 2020 - December 2, 2020 (9:00 am - 5:00 pm) Closed
April 22, 2021 - April 23, 2021 (9:00 am - 5:00 pm) Register Now
August 26, 2021 - August 27, 2021 (9:00 am - 5:00 pm) Register Now
December 1, 2021 - December 2, 2021 (9:00 am - 5:00 pm) Register Now