Managing the Demanding Customer

Oak Tree Management & Training Ltd.
Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Newcastle, Nottingham, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced

Course Description:

'' Providing Customer Service is not always easy, Customers often have expectations, which are sometimes unreasonable or unrealistic. This course is designed to enable staff to deal with demanding situations in a more confident manner.

This course can be tailored and delivered in company.
Course Objectives
By the end of the course, delegates will have:-

Identified areas which cause customers to be demanding or difficult

Identified ways of minimising these areas

Reviewed and practised methods of responding to demanding customers

Reviewed ways to stop ourselves taking the situation personally

Practised communicating in a confident and calm manner when under pressure

Developed strategies for handling different types of ‘demanding�customers

Identified unacceptable behaviour and how to handle the situation

An appreciation of the benefits to themselves and their Company of turning a difficult situation around.
Course Contents
Introductions and Housekeeping

Introduction to Non Violent Communication

Using the Five Stage Model of Handling Conflict to identify preferred behaviour style in conflict and adapting this to suit the situation

Separating Behaviour from personality using Transactional Analysis Models

Controlling emotion when challenged

Applying techniques of negotiation to situations of dispute and challenge using the non-violent communication model

Evaluation and Close ...''

Elements of this syllabus are subject to change.

Phone:(01284) 763040

School Address/Venue(s):

Park Farm Business Centre
Fornham St Genevieve
Bury St Edmunds
Suffolk
United Kingdom
IP28 6TS

Jobs & Resumes: Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Newcastle, Nottingham
Houses & Roommates: Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Newcastle, Nottingham
Travel Agencies: Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Nottingham

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