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Dealing with Difficult Customer Behaviours Training Course

Available via public schedule at our Brisbane, Melbourne and Sydney CBD training venues and on-site across Australia.

Dealing with Difficult Customer Behaviours

1 Day Training Course

Book a public course

Venue – Melbourne

Odyssey Training
Level 7, 31 Queen Street
Melbourne VIC 3000
View map and directions

Times and Dates

27 Oct 2017
1 Day     9:00 am – 4:30 pm
(Lunch and refreshments provided)

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Professional Development Course Inclusions

Course overview

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.

This course is ideal for

Experienced customer service consultants or team leaders.

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.

Topics covered in this training course

Understanding customer behaviours
The four positive intentions that drive customer behaviours.

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

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

Shared goals and mutual respect
Agree, build and connect.

Listening effectively to customers
Learn how to listen with your ears, eyes and emotions.

Questioning techniques
Seeking information via layering questions and responding with assertive responses.
Speaking assertively with customers
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.

Delivering bad news positively
What to say when you cannot deliver what the customer wants.

Why we should welcome complaints
Look at four good reasons for welcoming complaints.

Dealing with customers’ high emotions
The hardest part about dealing with difficult customer behaviours is dealing with people’s emotions.

Responding to and resolving customer complaints
The seven key steps to responding to customer complaints.

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