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Dealing with Difficult Customers

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1-day Open Course

Central London

or One-to-One Training

Course Overview

Customers are becoming increasingly demanding and discerning, often expecting exemplary service. If they have a complaint that it isn’t being heard and/or dealt with effectively, they’ll either go elsewhere, or they will become increasingly difficult/aggressive until they get what they want/need. No matter how customer focused or efficient an organisation is though, things will inevitably go wrong occasionally. Anyone in a front-line role is therefore not only likely to have to handle negative feedback and complaints from time to time, but they will also have to deal with customers who are increasingly demanding. How these situations are dealt with can have a significant impact on the future relationship and loyalty of our customers. Anyone who can successfully defuse difficult situations can turn dissatisfied customers into loyal allies. They will also be able to minimise the levels of personal stress that these encounters can cause.

This course is particularly suitable for front line staff, including customer service and call centre personnel, reception staff and sales team members who regularly deal with customers either face-to-face or on the telephone. It is also suitable for anyone who provides a service to ‘internal customers’ and will enable all delegates to deal professionally and calmly with demanding/challenging customers, achieving positive outcomes for all.

To download a detailed course outline (52KB pdf) please click here

To download a pdf version of our booking form and terms (59KB pdf) please click here

Assertiveness and Conflict Management Assessments

In addition to the face-to-face element of the training, we also offer two different psychometric tests, either or both of which can be completed as self-assessments or as 360 degree appraisals. The tests that are particularly relevant to this topc measure against the key assertiveness competencies and identify your preferred conflict management style. Whist the tests are entirely optional, the assessments are extremely useful for enhancing self-awareness and for providing a focus for on-going learning and development. The test themselves are in interactive pdf format and can be completed at any time on your own computer. Once you have completed the test/s, you simply click on a "submit" button and we will automatically receive your answers for collation into a comprehensive printed report, including some useful suggestions of potential areas for improvement.

One-to-One Training

As an alternative to attending an open course with delegates from other organisations, we also offer "Dealing with Difficult Customers" as individual training on a date of your choice. Feedback from delegates who have had a one-to-one session is extremely positive, as it means that you can have the undivided attention of one of our experienced trainers, and can therefore make sure that the session is entirely focussed on your individual needs/interests.

Our standard one-to-one training includes a flexible combination of face-to-face and telephone sessions. Most popular is a half-day (4 hour) face-to-face session either at your work premises, or at a convenient local venue, plus two one-hour telephone sessions - one before and one after the training. The telephone sessions help us to ensure that the face-to-face training is tailored exactly to your needs and that you are able to put your learning into practice to make real improvements to your performance at work.

The cost is dependent upon the location and duration of the face-to-face session and we offer discounts for two or more sessions. For example, our standard one-to-one training with the face-to-face session in Central London costs £600 +VAT.

If this is of interest, let us know and we'll give you a quote depending on your requirements.

If you have any further questions, simply email us or call us - we'll be happy to help!

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