Managing Confrontational Customers
Next Open Online Half-Day Programme
Date: Tuesday 6th December 2022
Time: 9.30am – 12.30pm
Cost: €95.00
Managing Confrontational Customers
Overview:
Forming part of the Customer Sales & Service Excellence Programme, this virtual 3-hour programme is a highly interactive and thought provoking workshop. It is packed with activities and exercises that aims to stimulate a solution and positive mindset. It is suitable for up to 12 participants with each participant receiving their own learner journals and handouts.
Who is it designed for:
The programme is for anyone working in a Customer Service role.
Learning Outcomes:
- Customer Service – An Understanding
- The Drivers behind our Attitude
- Language and Offensive Phrases
- Effective Communications Skills
- Strategies to de-escalate Negative Responses
- Maintaining Resilience
An Overview of Modules
- Customer Service – The Hall of Shame or Fame
- The Triple AAA Code and Expectations
- First Impressions and The Mehrabian Myth
- The ABC of Attitude
- Mindful Listening
- Effective Questioning
- Managing Aggression
- Staying Resilient
Register your Interest.
If you would like more information, a detailed brochure, the opportunity to discuss an in-house delivery of this programme or further dates for the open programme please complete the attached and I will get back to you.