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. Secure your spot in our course in Brisbane, Sydney or Melbourne by booking online today.

1 day course
4.66  (510 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
Post Course Support
This course is ideal for

Experienced customer service consultants or team leaders.

Looking for In-House Training?

Discover our Dealing with Difficult Customer Behaviours and Complaint’s online training course. Can’t find what you are looking for?  Enquire for training today!

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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4.66
4.66
from 510 reviews
5/5
“Excellent.”
H, Aug 2020
5/5
“Course was excellent, Sharon did an amazing job.”
Emma, Aug 2020
4/5
“Thank you, I really enjoyed your practical and down to earth approach.”
Margaret, Aug 2020
5/5
“Good refresher on client service.”
Fabio, Aug 2020