From time to time, anyone dealing with customers will have challenging situations to deal with. It just goes with the territory. It’s inevitable.
Properly prepared, however, dealing with a challenging situation doesn’t have to be a stressful, difficult or negative experience. Competence, courtesy and confidence are ‘all’ it takes. Perhaps ‘all’ sounds like quite a lot? That’s where this workshop comes in.
- Develop your emotional intelligence when communicating with customers
- Understand ‘difficult’ types of customer personality
- Master the skills and behaviours needed to deal with challenging customer behaviours
- Manage sensitive conversations with more demanding customers
- Learn how to stay in control of the situation
- Use a range of different coping strategies and techniques
- Build your self-confidence
Expert trainer
Scott Rumsey is our lead trainer. His programmes get great feedback, as you can see from his profile here.
Session outline
This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.
1. Why are some customer conversations challenging?
- What are your most challenging conversations?
- Emotional intelligence in communication
- Know your triggers
- How to respond calmly
2. Communicating with different types of people
- How do you come across to other people?
- Understanding the four key styles
- Recognising key traits in others
- Adapting your style for different types of people and situation
3. Key communication strategies
- Review of questioning techniques
- Active listening
- Handling complaints effectively
- Take the H.E.A.T. out of the situation
4. Action planning
- What will you put into practice?
