What You Will Learn :
- Discover the principles of dealing with difficult customers/ situations
- How to avoid escalating a negative interaction
- Develop excellent listening skills
- Learn how to respond appropriately in any interaction
Do you always remain cool in even challenging situations? And guide a difficult interaction to a happy outcome that reflects well on your organisation?
Hamilton Mercer’s Dealing with Difficult Customers and Situations Course reveals how self-awareness and self-control are vitally important when it comes to dealing with difficult situations and complaints. Then it teaches invaluable techniques on how to keep calm and focused on the important goal of working towards a win-win outcome that keeps everyone happy.
Who is this course for?
Hamilton Mercer’s Dealing with Difficult Situations Course is suitable for anyone dealing with difficult external or internal customer situations face to face, on the phone, or via email or letter. Staff who regularly manage complaints will find the course particularly useful.