Mario Govorchin and Associates Ltd.

Dealing with Challenging Customers

This one-day session will review the fundamentals of excellent customer service, with emphasis and practice on strategies for situations where customers are upset and dissatisfied and their behavior is particularly challenging.  This session is suitable for any staff in a customer service role.
 
Objectives:
Participants in this workshop will:
  • Refresh their understanding customer service standards.
  • Appreciate the importance of consistent professionalism when dealing with demanding customers, difficult conversations and situations.
  • Learn strategies to help you stay calm and in control when customers are rude or condescending or abusive.
  • Respond appropriately to the emotions and behaviours of customers
  • Defusing emotion
  • Setting limits on problematic behaviour
  • Effectively manage demanding and time-consuming customers
  • Key learnings include:
         Customer Service, Communication, Managing Ourselves, Responding to Anger,
​         Assertion, Managing Complaints, Personal Action Plan
 
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