About this Course

Do you have to face demanding and unreasonable customers who drive you up a wall? Are you finding it impossible to keep your cool when interacting with such difficult customers? Managing challenging customers is a fact of life for customer service personnel. It is not uncommon to meet customers who are rude, frustrated or angry. Failing to manage them properly will not only result in the loss of these valuable customers, it may also trigger the spread of negative word-of-mouth communication about your organisation. Thus it is important that customer service personnel learn how to respond to these difficult customers, in a way that makes them feel positive about you and your organisation. This two-day course is designed to provide customer service personnel with skills and techniques to manage challenging customers' needs and ultimately achieve a win-win situation.

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