Workplace Value
Dealing with Difficult Customers
Overview
Success comes from understanding how we behave, as well as how we can influence others. If difficult interactions are necessary, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. More often than not, we will also have more meaningful and significant conversations. In this workshop, you will learn how to turn difficult situations and people into opportunities for growth.
Who should attend?
Managers, Department heads, Senior supervisors, Team leaders and personnel who need to develop their communication to get the best out of people, to understand and be understood . Employers and Employees who are looking out for enhanced performance and productivity, harmoniously.
Learning Objectives
Understanding the psychology of difficult customers
Understand the art of managing Prickly customers
Understanding different Communication Styles and working with it
Understanding the art of active listening
Learning the art of asking the right questions
The importance of Rapport building in relationships
Speaking the language your customer can relate to 7 steps to manage difficult customers
The GLAD process to handle difficult customers
Managing yourself – Dealing with Stress
Applicational Value
Learn to establish a positive intent and a desired outcome
Use good communication skills during a conversation
Draft a script for a difficult conversation
Use specific steps to carry out a difficult conversation
Maintain safety in a conversation with mutual respect and understanding