Phone Forward | Telephone Etiquette Perth | Dealinmg With Difficult Customers

Public Training Courses

Dealing with Difficult Customers

From Rage to Relaxation!

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

You will improve your quality of life at work by using 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.

Come and participate in this dynamic and highly practical workshop to learn how to handle the difficult and frustrating behaviour of other people in a way that leaves you free and satisfied. Be productive, proactive and positive.

Who will benefit:
Especially recommended for all call/contact centre agents, customer service personnel, administration, help desk and sales staff, receptionists and anyone in your organisation who deals with customers on the telephone.

Elements
During this highly practical workshop you will discover how to:

develop effective strategies for managing challenging situations
stay in a positive frame of mind and not take things personally
reduce your 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: One day, 8.30am – 4.00pm

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