Course Content

This workshop provides participants with strategies to deal with difficult customers and situations whilst maintaining professional service standards. Content includes:

Foundations of customer service (what do customers want and how can we anticipate their needs)
Why people complain/what makes people difficult
Three steps to dealing with complaints and difficult people
Ensuring positive interactions with customers regardless of the level of difficulty

Learning Outcomes

Understand preferred communication methods
Know and understand how to mange difficult customers and situations
More positively manage own and others behaviour
A Personal Action Plan

Who should attend?

This course is designed for all people working in the ‘front line’ of business:

Salespeople
Customer service staff
Telephone enquiry staff
Receptionists
Personal assistants
Sales assistants
Field staff

Delivery Information

Duration: 2 hours

Locations: State-wide

Investment

$175 TCCI member

$260 non-member

More Information?

Call 1300 559 122 today to discuss your training needs including on-site or customised delivery or email training@tcci.com.au

PLEASE NOTE:

If you would like to use some or all of your membership voucher on this course or you are a member and would like to be invoiced for training instead, you will need to contact the TCCI prior to booking on 03 6236 3600 or training@tcci.com.au