About this Course
You find difficult customers everywhere. It could be an angry customer whose needs have not been met, a disappointed customer who is unhappy with the service or someone who is out to make life difficult for you. Possessing the knowledge and techniques to handle difficult customers effectively can boost your self-confidence, improve your job performance and reduce stress and anxiety.
Outline:
Knowing Your Customers
- Knowing Customers Perceptions and Expectations
- Questioning Techniques
- Understanding the Personality Types of Customers
- Why Do Customers Get Upset?
Choosing the Right Attitude
- 3 Components of Attitude
- You and Your Attitude
- Benefits of Positive Attitude
- Positive Self-Talk
Communication with Customers
- The Art of Listening
- Communication Process
- Verbal and Non-Verbal Communication
- Using the Right Words
How to Deal with Difficult Customer Effectively?
- Respect and Empathy
- Choices and Options
- Connecting with Your Customers
Course Rating
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Course Info
- Course Provider HRM SKILLS PTE. LTD.
- Course Category People
- Course Price n/a
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