Dealing with difficult customers is often the most challenging and delicate of all the situations that could arise in the course of daily business activities. This is because not all difficult customers are the same. It is important to identify the problems that customers are having and then determine the most efficient and fastest way to fix them. Sometimes it is easy to feel like we cannot help someone who is difficult. This session, "How to Handle Difficult Clients", is specifically designed to teach you skills and techniques to deal with emotional clients.

Effectively and efficiently dealing with difficult customers will save you time and energy. It will also make your organisation look classy and have a positive effect on your public image. This course will teach you how to interact with each individual according to his personality type. In order to better meet customers' needs and expectations, you will learn how to deal with them.

This course will teach you the skills you need to professionally deal with difficult people. This course will teach you how to deal with angry customers and how to disarm anger .

Additionally, you will learn how to communicate with different people and correctly use body language. This course will help you to better deal with difficult situations, improve customer retention, increase staff morale and solve problems within your organisation.

Difficult Behavior Outcomes

How to disarm angry customers

It can be difficult to disarm anger. Our trainers are experts in conflict resolution and can help participants learn how to manage anger. Find out how to control this emotion both internally and externally.

Stuck clients can be changed

It is a skill that can change and control emotions. Imagine being able help someone who is angry or upset to feel happier. The trainer will show you how to make clients feel happy.

Effective communication

It is essential to communicate with clients. Effective communication will help you assist your client or customer with a solution. Find out how to overcome communication barriers and other issues. These great tips and advice will help you improve your communication skills.

4 personality types - Interaction style

The workplace personality types can be re-examined through a fun activity. Find out more about your active personality type, and how it impacts your work environment and communication. This tool is great for people who work with others at work. It helps you understand and communicate better with your coworkers.

How to read and use body language

Many people are not trained in body language. This communication method is crucial to our communication. Learn how to use body language to communicate, and how to interpret signals sent by others.

Problem solving and solution-finding

These are quick and simple skills that can help participants understand more about problem solving. We can offer more advanced problem solving skills if the group has a solid foundation.

If this is for team training, you can have custom training options

Direct customer issues should be productive, positive, and rewarding
Stress management tips for your team and your customers
Techniques to handle written, phone, and face-to-face grievances
Deal with your relationship problems
Learn about the purpose of positive communication and how to build rapport.
How to make satisfaction out of dissatisfaction
Use the three-step conflict resolution model to understand and apply
Avoid recurring issues
Focus on the alternatives
Positively use assertive anger
To repair customer relationships that are damaged or broken, use words and phrases that work wonders
You'll be able say "no" in a more tactful way
Manage conflict and take charge
Help clients and customers who are hostile by using stress-response and your own communication
Which customers are the most difficult? How do you identify the main types?
Neglecting to manage angry customers can have devastating effects
This is the number one tool for managing angry customers
Find ways to say "yes!" to difficult customers
Innovative ways to address grievances and client needs
How to deal with angry customers: What works?
Report the event successfully
How to deal with distress when things get difficult
After negative episodes, rebuild customer loyalty
These 7 steps will help you minimize issues
Three principles that Difficult Customers follow
You can change depending on the situation
The top 10 phrases to avoid when dealing with upset customers
Resolve complaints quickly to everyone's satisfaction
Customers who only need direction
Recognize the root causes of challenging behaviour
Positive thinking can counter negativity
Use strategies to build a relationship with all "prickly" characters
Create a culture of problem solving and proactiveness
Here's how to take control of your situation in five steps
Building customer trust and moving forward to constructive solutions
Resolve customer or client problems and other inhospitable situations
How to deal with a customer that caused the problem
A confrontation is a great way to get results
To build relationships, you must first establish rapport
Reflective listening can help you understand others.
To reduce anxiety and pressure, plan your communication style and profile their personality style.
Understanding what motivates others
Time management techniques can be used to ensure that your services are delivered on-time
Avoid/Substitute vocabulary which can fuel the fire
Be aware that people have different values, and therefore different behaviors
How to handle abusive, annoying and unhappy customers
How to respond professionally and assertively against threats and abusive language
Customers who have lost their bad relationships forever can be restored.
Handle conflict between yourself and others
You have to deal with someone who is hard to please
Learn to adapt to the behavioural styles of your customers
Use a structured process to manage customer service transactions
Tough customers can be dealt with by saying "no".
Your tone of voice is a key factor in calming angry customers
Communicate clearly and efficiently with customers
Let's get to the point and find the information you need to resolve the problem
Group discussions are a great way to discuss problems.
These powerful techniques will help you not only to estimate but also to listen for the root cause.
Customer satisfaction guaranteed by demonstrated conflict resolution skills
How to make the customer feel valued and heard
Practice and plan to successfully manage difficult situations
Strategies to keep you from being drawn into an argument
By listening to their body language and hearing their voice, you can understand what they are not saying.
Understanding the objectives and behaviors of others is key.
Use communicating zones

Further information about the course outline

Mutual Connections

The discussion will explore the notion that when we are in a relationship, we will be more open to receiving help. Participants will be able to learn more about how to manage difficult customers who have a personal connection.

Coping With Change

Our trainer will discuss change through a discussion with participants and an activity. Understanding how to manage change is an essential part of managing difficult people. You will encounter situations that require adaptability and skills to deal with stress. These areas can be dealt with when you are dealing with people. Strategies for dealing with difficult situations

The Agreement Frame

Anthony Robbins, along with many other professional communicators, suggests that we can improve our skills in using "The Agreement Framework". This session will examine the framework and practice its implementation with participants.

The Ten Commandments of Change

The next section of the session will discuss the ten commandments for change by Lyle Sussman, Sam Deep. Participants will learn how to apply the ten commandments of change through discussion.

How to Avoid Difficulties

It is possible to prevent problems from happening from time-to-time. Employees will be able to manage situations that get out of control or escalate to more difficult issues if they learn how to avoid them. We can learn a number of essential skills to prevent problems from ever happening. These skills will be discussed in small groups and in a discussion.

How to Deal with Difficulties

Participants will be divided into small groups and work together to explore eight ways of coping with problems. These techniques are new and highly effective ways to deal with difficult people. These methods can be used in organisations all over Australia as a foundation for solving difficult problems.

There are reasons to challenge your behavior

This interactive and practical portion of the session will examine the four causes for challenging behavior that every person has and how to work with them.

The Five-Step Process

This session will cover a five-step process that can help participants to resolve conflicts more easily. The trainer will also give a list of additional skills to help the team resolve conflict.

Change Yourself

We discussed before how our actions and perspectives impact others. We'll be looking at negative approaches and how they can cause negative interactions. And what we can do to reverse those negative interactions.

Why don't people do what they are supposed to?

While these are the most common reasons people fail to perform their duties, there are many other possible reasons. Participants will discuss the issues and offer possible solutions.

Managing Anger

Anger can make a situation more difficult. The session will discuss some of the techniques that others have used to manage their anger in the workplace. Participants are encouraged to share their own stories and techniques. The trainer will offer additional solutions and explain the process of anger.

De-Stress Solutions You Can Use Right Now!

You can manage your stress and take control of your emotions. We will conclude with five methods participants can use to relax. We will also discuss how to manage stressful thoughts.

Session Wrap-Up

Employees will be able to ask questions and complete an action plan to help them manage difficult people after the session.

Tailor Made Training

Each team is unique and each situation or type of event may be different. Our team can create a training program that suits your industry and team. Our team can also provide personality profiling tools that will allow applicants to learn more about their customers and individual personalities in order to better cater to their needs.

Call us to reserve your training in Melbourne or Parramatta.