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Managing Difficult Customers Training

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Teach your staff to respond appropriately to difficult and demanding customers

Training Overview

This one-day training program teaches clients all they need to know about best practice in customer service This one-day program 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, 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 due to your circumstances but will likely include some of the following topics and material:

The Course Covers:

  • Getting to the root of your customer’s problems and finding appropriate solutions (even when they’re not obvious).
  • How to effectively manage difficult and demanding customers 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 asset 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.

Who Should Attend Dealing With Difficult Customers Training?

Although primarily aimed at your customer service staff, WeTrain’s Dealing With Difficult Customers program is useful for anyone who deals with customers. Our past clients are varied both in their positions and industries. For example, we’ve had frontline staff training alongside their CEOs. Experience and customer feedback has told us that Dealing With Difficult Customers is beneficial threefold: for the attendees, the organisation and ultimately, the customer.

Other employees who will find the course content helpful include:

  • Your sales teams and their support staff
  • Your brand ambassadors
  • Press and marketing teams
  • Your admin teams, receptionists, telephonists and public ambassadors

As your course is unique to your company, we tailor it to the appropriate level and audience relevance. Just tell us your requirements.

How is the Course Delivered?

WeTrain’s Dealing with Difficult Customers course is generally presented as an engaging, interactive and fun one-day program, however we can tailor the content to present a shorter session for conferences and events.

We aim to deliver training which is completely relevant to your business and your team. That’s why we undertake an initial consultation, where we assess the skill level of your attendees, address your desired outcomes and find out valuable information about your company and its current set-up.

Remember, it’s your course, so you get to decide where it takes place. We are happy to teach WeTrain’s Dealing with Difficult Customers program either from your workplace or at a venue of your choice.

WeTrain’s Dealing With Difficult Customers training is a one-day program.

Convenient Training at Your Premises or Off-Site

WeTrain can come to your office if you have the right space and facilities to host your training, or we can talk about off-site venues to conduct your training.

What Are Ideal Course Numbers?

Our courses are typically ‘hands-on’, so we suggest keeping numbers to a minimum of 3 and a maximum of 12 people. This allows our trainer to interact with your entire group yet still have enough time to allow for one-to-one interactions.

If your group exceeds 12, we will happily structure your training program to meet the needs of a larger audience. Please contact us to discuss your requirements.

The WeTrain Advantage - WeTrain’s National Network of Trainers

Catering from single-site businesses to nationwide corporate companies, WeTrain has one of Australia’s largest networks of professional and experienced trainers. Your course will be delivered by a subject expert who is highly practised and has qualified to represent us by attending the WeTrain Institute, our exclusive in-house training program.

Each of our trainers has the minimum qualification of a Certificate 4 in Training and Assessment, as well as many years of industry experience. We guarantee your course will be interesting, engaging and informative, with interactive techniques that encourage accelerated learning.




WeTrain’s Guarantee

WeTrain is so sure you will be satisfied, we offer a 100% money back guarantee. Should the unusual circumstances arise that you are not pleased with the outcome, please contact us to discuss a refund. 

Some of the Organisations
we have worked with include:

In operation for 21 years, WeTrain has worked with companies from around Australia.

What Our Customers Say

“The Telephone Perfection training was well paced, interactive, and informative. As promised, the training equipped staff with a ‘toolkit’ for providing exceptional customer service and dealing with difficult situations. The training encouraged team work and collaborative decision making, like for example, standardising the phone greeting. Judeth was warm and lively, without being overbearing. She also explained the cognitive and behavioral concepts behind the strategies she was suggesting, which helped me understand and evaluate their usefulness.”

Alberto Cortez, Student Recruitment Support & Training Coordinator, The University of Sydney

We contacted WeTrain to ensure that the service that we were providing our customers was the best it could be. The trainer worked with us to provide a tailored course specific to the needs of the receptionists taking part in the training. The feedback has been excellent and we have noticed an immediate improvement in service levels and would not hesitate to recommend this course to others

Christine Devine, Corporate Administration Manager, Mayflower

Thank you WeTrain, the Delivering Excellent Customer Service program delivered by you to our Foxtel installation and service technicians truly hit the mark. Some of our technicians had been encountering some truly difficult situations and the lessons learnt from your sessions gave the technicians the “tools and knowledge” required to work in those situations and still deliver an excellent customer experience.

Judeth and the WeTrain team are very easy to work with, their grasp of what we had set out to achieve made the process of course design very simple. Some words and phrases always spring to mind when working with any organisation, WeTrain can be described as easy to work with, flexible and adaptable.

The training sessions gave all participants an opportunity to participate in key areas of the customer service transaction. The technicians comments like “Information was relevant to our day to day customer service, and will improve it” and “Role play showed me many errors I make” gives weight to how they felt about their learning experience. Downer endorses this program and would use it again.”

Stephen Elston, National Training Manager, Infrastructure Services

“WeTrain designed and delivered a Customer Service program for our front line staff all around Australia. WeTrain delivered the class room style training on time, to schedule without and problems, they were flexible and easy to work with. They took the time to tailor the course to meet our requirements and the program was very well received by staff who found it interactive, dynamic and valuable.”

Matthew Swain, Training & Development Manager, Australian Department of Defence

“Working with WeTrain on a national Exceptional Customer Service training package was an absolute delight. The training team were extremely professional and were thorough in their approach to tailoring the training to suit our needs.”

Ashlea Webb, HR/HSEQ Coordinator, JLG Industries

“WeTrain clearly understood what we needed in trying to establish a customer first culture. Very professional to deal with, they quickly put together a customer service program that was absolutely right for us. I was very impressed at how consistent, high energy and interactive each of the sessions were, from the very first to the very last, coaching over 400 staff. WeTrain delivered great value for us, and the customised sessions paved the way to introduce a new customer service charter. I would recommend them to any other organisation looking for soft skills training.”

Daniel Hogan, Customer Engagement Manager, Melton Council

“Streeterlaw engaged WeTrain to further develop the skills of all of their staff in “Exceptional Client Service”. We had a combined morning training session for our Secretaries and our Solicitors as well as an afternoon session just for our Solicitors. We have had extraordinarily positive feedback from all of our Staff on the benefits of the insights and tips we received from our trainer Judeth, on ways in which we could enhance the service provide for our clients at Streeterlaw. Judeth our trainer was creative in her presentation style and customised the training to meet our needs. If you are interested in equipping your staff to better serve your clients, then I can highly recommended the “Exceptional Client Service” course run by WeTrain.”

Alison Streeter, HR Director, Streeterlaw

“To any potential users of WeTrain specialised training, I would like to highly recommend their services. We used Sarah and her team to recently to provide Exceptional Customer service training for our operational staff in the field.

Sarah took the time to come out and see our operations, understand our requirements and build a training package especially that suited our needs. She really understands the intricacies of how operational and field staff can and should provide great customer service and was able to get that message across to our staff in a fun, learning environment.

We are extremely pleased with the result, as many of our staff have commented that they feel more empowered as they now have the tools to deal with tricky situations, understand great communication and general customer service etiquette.

We highly recommend their services as we know you will be as pleased as we are with the end result.”

Steve Eastwood, Director at Acetek

“Judeth really sought to understand our working situation in order to customise a Customer Service training programme that would support the team improving their skills in their everyday role. It was important to me that the training was practical and experiential so that the team related to the potential benefits and felt confident to implement what they had learned day one back in the office. Thankfully this has proven to be the case and has allowed us as team to focus on how we can continue to improve our customer service.

Judeth conducted the training in an engaging manner and was constructive and clear on how people could enhance their skills further – again very practical. This was a key part of helping people adjust and improve their approach to their role.“

Ngahina Richards, Head of Commercial Operations

How Can We Help With Your Training Needs? Contact WeTrain Today

We are looking forward to working with your organisation.




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