Dealing with Difficult People

COURSE OBJECTIVES                   

Most people can deal with ordinary customer interactions but those that are more challenging present real problems for us. This workshop will give you skills and methods to help you work with your difficult customers. Using a large number of specific techniques and by developing an assertive approach you will improve your customer relationships, deliver more confident communications, and feel more in control of the outcomes that you agree with your clients.

 

COURSE OUTLINE

By the end of the workshop you will:

• Understand what makes people difficult

• Recognise why we sometimes find our customers difficult

• Know how to deal with those customers

• Know how we prefer to handle difficult people

• Communicate with customers assertively and clearly

• Listen effectively in difficult situations

• Use the power of empathy and other techniques to defuse situations

• Manage expectations more effectively

• Build self-confidence in difficult situations

• Create action plans for moving the ideas forward