Training Overview

This one-day training program teaches clients all they need to know about best practice in customer service teaches and imparts the techniques and skills needed to deal with and to understand difficult customers. It will also show employees the benefits of improving listening and language, and teach behavioural skills that can be applied when dealing with customers in person, over the phone and via social media.

WeTrain’s style of delivery is interactive, engaging and fun. We encourage participation to make the training dynamic and enjoyable for all attendees.

What You’ll Learn

WeTrain’s Managing Difficult Customers course is tailored to meet a company’s unique situation and goals. Each course will vary depending on your circumstances, but will likely include some of the following topics and material:

• Getting to the root of your customer’s problems and finding appropriate solutions (even when they’re not obvious).
• How to manage difficult and demanding customers effectively—and why it is essential to do so for both short and long-term business success.
• Understanding the art and the science behind delivering excellent customer service.
• The fundamental principles behind dealing with difficult customers and turning a heated situation into one where the customer becomes an ally in finding solutions.
• The six principles of dealing with complaints successfully that result in customers feeling listened-to and well treated by your organisation.
• Ways to remain calm and stress-free when it matters and under the most difficult of circumstances.
• How to manage the most difficult of people using the H.E.L.P. principles.
• Reading a situation and avoiding falling into a trap that can worsen the situation.
• Understanding that there is a line between acceptable and bad customer behaviour. Ways to define boundaries and deal with customers tactfully when they go too far.
• How to say ‘no’ yet still leave your customer feeling listened to, respected and treated fairly.
• Developing an action plan to apply your new skills for dealing with difficult customers.

The Benefits of Managing Difficult Customers Training For You and Your Organisation

Your staff are your company’s greatest assets and are essential in achieving your business goals and targets. To do this, they need to be able to cope with customers of all types, including those difficult ones.

WeTrain’s ‘Managing Difficult Customers training program will see your team develop skills that will empower them to handle customers. The benefits of taking this course are numerous and specific to each company. However, we commonly receive feedback about these particular benefits:

• After taking the course, both employees and managers can represent an organisation with new found levels of professionalism. This, in turn, builds a company’s valuable reputation.
• A company’s bottom line increases thanks to higher customer satisfaction levels. As a result, companies see more repeat business, higher levels of customer satisfaction and an increase in the number of referrals by word of mouth and through social media.
• Customer service teams are under less stress thanks to confidence in their newly learned skills.
• Staff turnover rates are reduced.
• Effective and timely dealing with customers reduces costs and lessens the likelihood of a negative reputation.
• Higher customer satisfaction levels and greater retention will help gain more business.