Course description
Through our workshop, participants will learn stress management skills, how to build rapport, and recognizing certain body language.
By utilizing our Handling a Difficult Customer workshop participants will see an increase in customer service, productivity, and a decrease in unhappy customers.
Participants will be provided a strong skillset including in-person and over-the-phone techniques, addressing complaints, and generating return business.
Upcoming start dates
Suitability - Who should attend?
You don’t need any special equipment for this course, just a PC or Mac to watch the videos and a pen to take notes if you are using the Elearning modules. There are no pre-requisites for this training, hence anyone can attend.
Training Course Content
- Module One: Getting Started
- Module Two: The Right Attitude Starts with You
- Module Three: Internal Stress Management
- Module Four: External Stress Management
- Module Five: Transactional Analysis
- Module Six: Why are Some Customers Difficult?
- Module Seven: Dealing with the Customer Over the Phone
- Module Eight: Dealing with the Customer In Person
- Module Nine: Sensitivity in Dealing with Customers
- Module Ten: Scenarios of Dealing with a Difficult Customer
- Module Eleven: Following up With a Customer Once You Have Addressed Their Complaint
- Module Twelve: Wrapping Up
Course delivery details
Direct delivery via tutor-led training session, offering you interactive training in a small classroom setting or engaging Elearning modules. The sessions are packed with exercises and hands-on experiences, thus enabling you to translate what you have learnt in the course to the workplace and professionally.
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Lion Heart Consulting
LH consulting is your premier destination for accredited courses. Whether you are complete beginner or veteran looking to gain your professional qualification or up skill your soft skills, we offer a full range of courses. We consider that giving your...