SYDNEY(02) 9499 3322
MELBOURNE(03) 9909 0524
BRISBANE(07) 3014 0545
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Training Course

Dealing with Difficult Customers

Designed to assist frontline customer service personnel to handle difficult and overbearing customers in a more confident and assertive manner, on the phone, via email or in person

Only

$295.00

per person + GST

Course Details

Dealing with Difficult Customers

Duration: 2 x 1.5 hour modules via Zoom

Payment & Pricing

Cost: $295.00 per person (GST exclusive)

Payment Options:

Further Information

Status: Bookings now OPEN

Certificate: Laminated Certificate upon completion

Maximum of 10 participants on this course

Upcoming Course Dates

July 2021Module 1Tuesday, 6 July 20212:00 pm - 3:30 pmEnrol Now >
Module 2Tuesday, 13 July 20212:00 pm - 3:30 pmEnrol Now >
August 2021Module 1Tuesday, 3 August 20212:00 pm - 3:30 pmEnrol Now >
Module 2Tuesday, 10 August 20212:00 pm - 3:30 pmEnrol Now >

Topics Covered

Learn to deal with a variety of difficult customers by Phone, Email & Face to Face

Techniques to reduce customer friction

The 5 keys to dealing with difficult and abusive phone calls

Let us give your team a better understanding as why customers react the way they do
Tips for dealing with ‘serial offenders’ customers who choose to act in the same way with your team at every touch point
Learn how our own phrasing and responses may inadvertently lead to unnecessary escalations
Positive techniques to empower your staff to better handle abuse and sarcastic comments
Empowering your staff to be more confident and assertive when dealing with difficult and demanding customers
Examples of how to turn overtly negative customer interactions int a ‘win win’ outcome
Learn at what stage a matter should be escalated
Excludes dealing with customers under the influence of alcohol, other substances and mental health issues
Learn to deal with both difficult internal customers as well as external
Tailored private Zoom training for your team is also available

Who Should Attend This Course?

This interesting course is specifically designed to assist frontline customer service personnel to handle difficult and overbearing customers in a more confident and assertive manner.

The techniques we teach are aimed towards reducing not only customer friction but also reduce employee stress.

The course serves as a great confidence booster to assist your team members in a variety of sometimes difficult situations.

The Fine Print

  • Payment must be made by credit card at time of booking
  • All prices are GST exclusive, unless otherwise stated
  • We accept Visa, Mastercard & Amex. There are no card surcharges
  • Workshops will run with a minimum of only 5 people
  • Group discounts are available when booking 5 or more people into the same workshop – contact us for more information
  • Transfers to other dates are available and incur a $20 per booking administration fee

Sydney

Level 5, 115 Pitt Street
Sydney
(02) 9499 3322

Melbourne

566 St Kilda Road
Melbourne
(03) 9909 0524

Brisbane

Level 20, 300 Queen Street
Brisbane
(07) 3014 0545