EMA solutions, training and management services

Management Consultancy in the UK

providing business solutions for
public, private and voluntary sector organisations
UK Office: + 44 1689 823534
Caribbean Office: 473 403 1469

Dealing with Difficult Customers - Book >>

Friday 19th March - Birmingham - Ref 014
Tuesday 23rd November - Central London - Ref 013

Background

In today's business environment organisations have a range of customers, from diverse backgrounds all with varying needs and expectations. As a result , all businesses strive to ensure that they provide the best services for all their customers at all times.

However, from time to time the services provided and solutions offered - are not always to the customer's satisfaction, and as a result there will be times when customers are challenging and awkward. Therefore officers within organisations find themselves having to manage customer care against demanding work pressures, staff pressures and pressing deadlines.

This course focuses on providing the right solutions and interventions, for dealing with challenging customers to ensure that the best possible outcome is reached for both the customer and organisation.

What Delegates will Learn?

  • Viewing the customer as a challenge and not a threat
  • Examine what issues makes our customers use challenging behaviour
  • Learning from our customers
  • Effective communication with our customers
  • Four stage process for dealing with challenging customers - listen,
  • clarify, summarise and commit
  • Finding the right solutions and devising a strategy
  • Keeping customers informed
  • Finding a Win-Win situation

Who Should Attend?

  • Customer service and front line officers, any officer or manger in the public, private and voluntary sector organisations who want to learn effective strategies for dealing with difficult and challenging customers.
COSTS: £250.00 + VAT per delegate, £100.00 + VAT vol sector
Receive 25% discount when booking on two or more courses

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