Dealing with Difficult Customer Behaviours and Complaints

When you encounter difficult customer behaviours, it is easy to take it personally, and a natural reaction for many is to respond aggressively, while others withdraw passively. This course will help you deal with difficult customer service conversations and increase your chance of winning back unhappy customers by providing you with the skills to listen and act on the best decision, stay positive, and communicate effectively under pressure.

1 day course
4.65  (484 reviews)
What you will learn:
  • Better recognise your customers’ difficult behaviours and understand what may be contributing to them
  • Learn how to build conversations with your customers or clients that result in win-win outcomes
  • Know the right type of questions to use at the right time to get the information you need to help your customers
  • Identify your good and not-so-good listening skills
  • Deliver bad news to your customers in more positive ways
  • Respond to complaints with the right emotions for the situation
  • Have more confidence in resolving your customers’ complaints
What you'll get:
Workbook
Lunch and refreshments
Capped class sizes
eCertificate
This course is ideal for

Experienced customer service consultants or team leaders.

Topics covered in this training course

The four positive intentions that drive customer behaviours

What to do when you start out with positive intentions, but people react with challenging and difficult behaviours

Great interpersonal communication skill and style is the key to effective communication in customer service

Agree, build and connect

Learn how to listen with your ears, eyes and emotions

Seeking information via layering questions and responding with assertive responses

In situations where we are dealing with unhappy customers and the wide range of emotions that come with them, we need to be both empathic and assertive

What to say when you cannot deliver what the customer wants

Look at four good reasons for welcoming complaints

The hardest part about dealing with difficult customer behaviours is dealing with people’s emotions

The seven key steps to responding to customer complaints

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4.65
4.65
from 484 reviews
5/5
“Great structure, just the right detail. Overall happy. Thank you Annie!”
Annika, May 2019
5/5
“Very knowledgeable instructor. Very enthusiastic and engaging.”
Oliver, May 2019
5/5
“Annie was lovely and very knowledgeable. ”
Kelly, May 2019
5/5
“The trainer Katherine was excellent and was able to teach additional knowledge based on questions of the class that was not covered in the structure.”
Joey, May 2019