Dealing with Difficult Customers

Investment Banking Institute Pty. Ltd.
Brisbane, Melbourne, Sydney, NSW, Australia

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

Course Description:

'' The dynamics & role of power, structure and tension in business & personal relationships
Conflict or compromise �How to select the right strategy!
Dealing with anger
Neutralising a hostile situation and environment
Building bridges to positive outcomes
Communicating techniques in difficult situations
Identify the styles of difficult behaviour
Determine your own personal style
A critical management skill to secure for the modern workplace.

Difficult customers and difficult clients typically represent just a fraction of the customers we see each day, but they have a profound impact on people’s performance and motivation.

A difficult customer can be a rude customer, an unreasonable customer, an unhappy customer, a nasty customer or an irate customer. Sometimes it starts with a difficult situation or a customer who is just in a bad mood - but very often we’ve unintentionally created the problems ourselves. Whatever the cause, it requires specialised conflict resolution skills to create positive outcomes.
...''

Elements of this syllabus are subject to change.

Phone:1300 669 786, +61 (03) 98040701

School Address/Venue(s):

Melbourne:
Level 2, 460 Collins Street, VIC 3000 Australia

Sydney:
Levels 57, MLC Centre, 19-29 Martin Place, Sydney, NSW 2000 Australia

Brisbane:
AMP Place, 10 Eagle Street, QLD, 4000 Australia

Singapore:
#29-00, 6 Battery Road, Raffles Place, SG


Jobs & Resumes: Brisbane, Melbourne, Sydney
Houses & Roommates: Brisbane, Melbourne, Sydney
Travel Agencies: Brisbane, Melbourne, Sydney

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