Training

How To Handle Difficult Customers

Of all the situations that can surface when dealing with the day to day activities of business, dealing with a difficult customer can often be the most tricky and delicate. The reason this can be such a problem is that not every difficult customer is difficult for the same reason. The challenge therefore lies in determining what makes customers difficult and then determining the quickest and most efficient way to solve the problem. It is not uncommon to feel that we are sometimes unable to help someone that is being difficult. This session named “How to Handle Difficult Customers” is specially designed to provide you with the skills and techniques necessary in dealing with emotional clients.

Objectives for the “How to Handle Difficult Customers” Training

This session will help teach participants:

How to disarm angry clients

Trying to placate an irate client can be a difficult and tricky task. Our highly experienced trainers specialize in conflict resolution and will assist participants on the field of anger management. This will enable participants to identify crucial trigger points and take control of their emotions as well as handle stress from within, as well as from external sources, before a situation escalates out of control.

Changing emotion within upset clients

It takes skill and finesse to be able to change and control emotion. Once you master this skill you will be able to help an upset client become happier and more satisfied with your services. Our trainer will be able to help you get into the proper mindset to control your emotions and will illustrate how to create a positive experience for clients.

Communicating effectively

Being able to properly and effectively communicate with clients is important. This will prevent misunderstandings that could potentially lead to unwanted confrontations. Being able to communicate effectively will also allow you to help your client find a solution before a situation gets out of hand. In this course you will be able to learn more about the different barriers of communication and the ways in which you can overcome them.

4 personality types- Interaction style

Our trainers will provide fun activities for participants to work out the 4 personality types in the workplace. In this manner, participants will be able to identify their own personality type and how deal with personality types other than their own and improve communication and harmony in the workplace.

Body Language: Its uses and how to read

Reading body language and using body language to convey emotion can be crucial in dealing with upset customers as well as with co-workers within the organization. Since this communication form is a major contributor to our overall communication, a proper understanding and application of body language will also minimize the chances of sending the wrong emotions and angering potential clients and fellow co-workers within the organization. This part of the course will enable you to be able to project your emotions through your own body language as well as to read the signals that others may be sending you.

Problem solving and solution finding

Here participants will be equipped with the necessary skills to solve problems effectively and efficiently. Major improvements to an organization as a result of this training will include more advanced problem solving skills and the ability to keep a cool head under pressure. This will help propel an organization forward even in times of turmoil and instability.

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.

How To Handle Difficult Customers Training Summary

Learning to deal with difficult customers properly, effectively, and efficiently will not only save time and energy for you and your organization, it will also show class and will undoubtedly have a positive impact on your public image. As a participant in this course you will be able to learn how to deal with each and every individual based on his personality type, therefore reducing the chance of unwanted conflicts. You will also learn how to work with difficult customers and learn how to glean their emotions through reading their body language in order to be able to meet their needs and expectations more competently.
When issues arrive, the core skills that you will learn through this course will enable you and your team to act professionally towards a difficult person. This will help you understand how to disarm anger, placate and communicate with irate customers more effectively, as well as learn more about personality clashes and to deal with them more effectively.
You will also acquire the tools you will need to understand and deal with different personalities, communicate effectively, and use body language correctly. As a benefit of taking this course you should find yourself to be more equipped to deal with difficult situations and to improve customer retention, staff morale, and problem solving within the organization.
We will also be able to provide personality profiling tools to assist applicants with learning more about individual customers and their unique personalities so as to be more able to cater to their specific needs and interests.

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

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