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Dealing with Difficult Customers - Open Course - 1 Day - 16/10/2012
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Dealing with Difficult Customers

Details

Format: Open Course
Start Date: 16/10/2012
Duration: 1 Day
Location: Central London

Number of Places: Make a Booking Now
Description

Customers are becoming increasingly demanding and discerning, often expecting exemplary service. If they have a complaint that it isn’t being heard and/or dealt with effectively, they’ll either go elsewhere, or they will become increasingly difficult/aggressive until they get what they want/need. No matter how customer focused or efficient an organisation is though, things will inevitably go wrong occasionally. Anyone in a front-line role is therefore not only likely to have to handle negative feedback and complaints from time to time, but they will also have to deal with customers who are increasingly demanding. How these situations are dealt with can have a significant impact on the future relationship and loyalty of our customers. Anyone who can successfully defuse difficult situations can turn dissatisfied customers into loyal allies. They will also be able to minimise the levels of personal stress that these encounters can cause.

This course is particularly suitable for front line staff, including customer service and call centre personnel, reception staff and sales team members who regularly deal with customers either face-to-face or on the telephone. It is also suitable for anyone who provides a service to ‘internal customers’ and will enable all delegates to deal professionally and calmly with demanding/challenging customers, achieving positive outcomes for all.

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Date Inconvenient? View our Course Calendar for alternatives or look below in the Related Products section for alternative dates.

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Price: £395.00 + vat


Course Code: DWD05
Number of Places: Make a Booking Now

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