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  • Challenging client conversations

Challenging client conversations

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.

Learning objectives

Who should attend?

Customer representatives, front-line staff, account managers and anybody responsible for delivering high levels of customer service.

Format

This practical half-day workshop involves a mix of trainer input, practical tasks and exercises and group discussion.

Special features

Participants are asked to bring their personal examples of challenging situations to use in the workshop. The focus is on real-life application.

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?

2. Communicating with different types of people

3. Key communication strategies

4. Action planning

Multiple delivery formats and options
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Face-to-face delivery

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Virtual delivery

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Tailored solutions

Training Areas...

Leadership & management development

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Management & personal effectiveness

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Customer Service Training

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Boardroom effectiveness

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Maximum Coaching

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Specialist Subjects

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