Training

How To Handle Difficult Customers

We have all met a difficult person from time to time. What made them difficult? How did you resolve the issue? There are moments where we may feel we are unable to help someone that is being difficult. This session named “How To Handle Difficult People” is designed to provide solutions in dealing with emotional clients, understanding different personalities, communicating effectively, disarming emotion and using body language correctly. The benefits of the skills taught in this session can improve customer retention, staff morale and problem solving.

Objectives for the “How to Handle Difficult Customers” Training

This session will help teach participants:

How to disarm angry clients

Disarming anger can be a difficult task. Our trainers specialize in conflict resolution and assist participants to learn more about how to handle anger. Learn more about taking control of this emotion from within and also from external areas.

Changing emotion within upset clients

Being able to change and control emotion is a great skill. Imagine being able to help a client who is upset or angry to become happier and more satisfied with your services. Our trainer will illustrate how to create a positive experience for clients.

Communicating effectively

Communicating with your clients is important. Being able to communicate effectively will also help you to assist your customer or client with a solution. Learn more about the barriers and issues of communication and how to overcome them. Some great tips and help for those who wish to improve their communication level.

4 personality types- Interaction style

We provide a fun activity to work out the 4 personality types within the workplace. Learn more about your active personality type and how it affects your work situations and communication. This is a great tool for anyone who works with others in the workplace as we demonstrate how to understand others more effectively with this tool.

Body Language: Its uses and how to read

Body Language is an area where many have not been formally trained. This communication form is a major contributor to our overall communication. Learn how to use your own body language to communicate and also how to read the signals that others may be sending you.

Problem solving and solution finding

Some quick and easy skills to help participants learn more about problem solving. If the group has a foundation here, we can provide more advanced problem solving skills.

Custom training options for your organisation if this session is for custom team training

Make direct customer issues productive, positive and rewarding
Handling stress: Tips for your team, along with your customers
Techniques for handling written, telephone, and face to face grievances
Cope with relationship problems
Understand rapport building techniques and the purpose of positive communicating
How to produce satisfaction from dissatisfaction
Understand and use the three step conflict resolution model
Prevent reoccurring issues
Get focused on alternatives
Use assertive anger in a positive manner
Use phrases and words that work wonders to fix broken or damaged customer relations
Tactful ways you’ll be able to say “no”
Handle conflict and take control
Use stress responses and your own communication to help hostile customers and clients
Which customers are difficult? The best way to identify the three main kinds
The effects of not managing angry customers
The number one tool in managing irate customers
Finding means to say “yes” to difficult customers
Find innovative methods to deal with grievances and client demands
What works and what doesn’t for dealing with angry customers
Successfully report the event
How to Distress when things get ugly
Rebuild customer loyalty after episodes that are negative
Follow the 7 steps in minimizing issues
Three underlying principles of Difficult Customers
Change yourself depending on the situation
When dealing with upset customers, the top 10 phrases you have to avoid
Conclude complaints quickly and to the satisfaction of everyone’s
Working with customers who just need to speak to direction
Identify root causes of behaviour that is challenging
Counter negativity with positivity
Utilize strategies that will help develop a connection with all types of “prickly characters.”
Construct a proactive, problem solving culture
Learn a 5-step approach to taking control of the situation
Gaining customer confidence and moving on to constructive solutions
Comprehend client or customer problems, and inhospitable situations
How to cope with a customer who caused the problem
Benefit from a confrontation
Build rapport to generate relationships where none exists
Use reflective listening to get an understanding of others
Plan your communication style as well as profile their character style to reduce anxiety and pressure levels
Understand what motivates other people
Use time management techniques to make sure your services are delivered on time
Avoid/Substitute vocabulary that can add fuel to the fire
Understand that people have different values and thus different behaviours
The very best methods to deal with abusive, irritating and miserable customers
The best way to respond professionally and assertively to threats and abusive language
Remedy bad relationships with customers who would have been lost forever
Deal with personal and other peoples conflict
Deal with a hard individual
Understand and adapt to a customer’s personal behavioural style
Identify and use a structured procedure for running customer service transactions
Saying “no” to tough customers
How your tone of voice can make the biggest impact on calming angry customers
Communicate efficiently and clearly with customers
Cutting to the chase to get the info you are required to solve the issue
Discuss problems in groups
Don’t simply estimate, listen for the real issue with these powerful techniques
Demonstrated conflict resolution skills guaranteed to please every customer
The way to create the customer feel respected and heard
Plan and practice to manage difficult situations successfully
Strategies that keep you from getting drawn into an argument
Understand what your customer is not saying by assessing body language and their voice
Understand other people’s objectives and behaviours
Use communicating zones

More information on the course outline

Mutual Connections

This discussion will examine the idea that, in a relationship with someone else, our actions will likely be taken more receptively. Participants will learn more techniques for managing and dealing with difficult customers that have a personal connection.

Coping with Change

Through a discussion and activity with the participants, our trainer will examine change during this session. Learning how to deal with change can be an important part of dealing with difficult people. There will be situations from time to time that may need adaptability and skills for coping with an increase in stress. This session discusses how to handle these areas when dealing with people. Coping strategies for circumstances that are challenging.

The Agreement Frame

Anthony Robbins and a large number of other professional communicators, indicate that we can become more skillful at using what they call “The Agreement Framework”. This session will investigate this framework and we practice implementing it with participants.

The Ten Commandments of Change

In the next part of the session we discuss the ten commandments of change by Lyle Sussman and Sam Deep. Through discussion we provide the ten commandments associated with change and show participants how they can be applied.

Preventing Difficulties

We can prevent issues from arising from time to time. Learning how to prevent difficulties will help employees to take control of situations that may get out of hand or increase to a more challenging issue. There are several crucial skills that we can prevent problems from happening. These systems will soon be examined in small group work and in a discussion.

Dealing with Difficulties

Participants will work in small groups or pairs to investigate eight methods for coping with issues. These are a set of new and effective techniques for dealing with challenging individuals. Used in organisations across Australia, these methods are great for a basis for solving difficult issues.

Reasons for Challenging Behaviour

This interactive and practical part of the session will look at the four reasons for challenging behaviour that everyone has and how we can work with them.

The Five-Step Procedure

In this session, we will look at a five-step procedure that may help participants resolve conflict easier. Our trainer will also provide a list of additional conflict resolution skills for the team.

Shifting Yourself

Before we discussed how our perspectives and actions impact others. In this session, we’ll take a deeper look at how negative interactions can be caused by negative approaches, and what we may do to turn those approaches around.

Why Don’t People Do What They Are Supposed To?

We’ll discuss the ten most common reasons, although there are a million possible reasons for why people don’t do what they are supposed to do. Participants will examine the areas and discuss possible solutions to the reasons presented.

Managing Anger

Anger can contribute to a difficult situation. This session will share some techniques others in the workplace have used to handle their anger. Participants will likely be encouraged to share their very own experiences and techniques. Our trainer will supply some additional solutions and explain how anger is created.

De-Stress Solutions You Can Use Right Now!

Managing your stress can help you to take control of many emotional situations. To conclude we will look at five techniques participants can utilise to unwind. We’ll also share a list of stressful thoughts and how to manage our thinking.

Session Wrap-Up

At the end of the training session, employees will have an opportunity to ask questions and fill out an action plan to manage difficult people more effectively.

Contact us to book your training in Melbourne, Parramatta, Gold Coast, Brisbane, Sydney, Adelaide, Canberra, Perth, Darwin

How To Handle Difficult Customers Training Summary

Many workplaces today have a diverse group of employees. A workplace may also work with the public and come across many different individuals and customers. Learning how to deal with each individual is important for the growth and success of your business. Learning more about what makes someone difficult, how to understand their needs and how to work with different individuals will ease the pressure on your team and provide them additional skills for these tricky situations. When issues arise, having these core skills will enable your staff to act professionally with a difficult person. This session will help your staff understand how to disarm anger, understand and communicate with difficult people or learn more about personality clashes.

Many of our Customer Service Training sessions or Communication sessions also touch on the topic of Difficult People. We can also provide personality profiling tools to assist with learning more about the customer on an individual basis. If you find your needs or objectives are not met with this training session, please contact us for more information as we may have a module available. Our editing team can also create content for you.

Contact us on the number above for more information.