Phone Forward | Telephone Training Perth | Dealinmg With Difficult Customers

Customised Training

Dealing with Difficult Customers

From Rage to Relaxation!

Has your team ever had a day that would have been perfect if it wasn't for those challenging customers? Learn how to deal with 'phone rage', irate customers, 'wafflers' and impatient callers who make unreasonable demands.

Improve the quality of life of your team at work by utilising advanced call management skills to cope with those 'out of control' callers. Learn how to stay in a positive frame of mind, to not take things personally and calmly move those challenging telephone conversations towards a positive outcome. Identify essential self–management skills which will remove the chance of conflict and escalation.

Allow your team to learn how to handle the difficult and frustrating behaviour of other people in a way that leaves them free and satisfied. They will emerge being more productive, proactive and positive!

Who will benefit:
This program will be customised to suit your organisation's specific needs. Especially suitable for teams in small and medium size business, local government, state government and federal government agencies, corporate teams, and for call/contact centre teams.

Sample topics covered can include how to:

develop effective strategies for managing challenging situations
stay in a positive frame of mind and not take things personally
reduce stress by identifying the emotional triggers that hook you into the drama of a no-win situation
give a customer bad news, while staying calm and still providing service
avoid using negative, irritating and customer deflating words
give clear explanations without laying blame and getting defensive
be patient when the other person is not listening to your point of view
use the LASER technique to maintain momentum
restore your sanity, positivity and energy!

Duration: This program is available in a series of half day and one day customised formats.

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