Handle difficult customers or complaints

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“Dealing with people is probably the biggest problem you face, especially if you are in business.
Yes, and that is also true if you are a housewife, architect or engineer.”
Dale Carnegie

This module empowers you to deliver calm and confident customer service when dealing with difficult customers and complaints, and manage issues with positive energy, empathy and confidence.
Discover how each customer service problem presents a potential ‘can-do’ opportunity to impress a customer in a way that would not have been possible if everything had gone smoothly. Learn how to structure a conversation to ensure that you investigate each issue and define a clear understanding of the nature and details of the complaint and know how to respond and offer different options or compensations as fair resolution.

    This module:
  • Half-Day
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Participants will be able to:

  • Take the initiative to tackle situations and relish every challenge - even on a bad day
  • Embody credibility and confidence to resolve difficult situations quickly and efficiently
  • Recognise how the successful handling of a complaint presents an opportunity to impress a customer who has been dissatisfied
  • Negotiate a solution with your customer that is acceptable to that customer and to the organisation
  • Understand how to successfully guide a customer through a complaint handling structure
  • Defuse potentially stressful situations
  • Use effective language when processing difficult customer service problems
  • Express empathy with customers without admitting fault on the part of your organisation
  • Adopt the most appropriate and effective behaviours when handling customer service problems

Encore! 5 Stars. Very worthwhile. I enjoyed it – although the course pushed me miles out of my comfort zone it gave me really beneficial practise and the skills I have learnt will help me in many situations. Delegate, RAC

- Delegate, RAC


If this module is of interest then there are 3 ways we can help you…

Sign up for a taster session, add the module to an enquiry or get in touch and we’ll help you select the correct behaviours.