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Practical advice and training, designed to help Gloucestershire businesses to grow, develop and prosper.
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Providing your organisation
Training Courses
Dealing with Difficult Customers
Who should attend?
This course is for anyone who deals with customers on a face-to-face basis or over the telephone. It is designed especially for those with responsibility for ensuring customer issues are dealt with promptly, politely, fairly and firmly.
Why should you attend?
All of us have experienced the hard done-by customer before and have no doubt felt their wrath as they allow emotion to over-ride their rationality. They feel an insane urge to have a go at the first member of staff they meet, regardless of whether they can help or not. Attendance on this course will enable you to deal better with anger and aggression directed towards you. You will learn how to bring a greater degree of skill and confidence to situations involving difficult customers and be better placed to convert complaints into opportunities.
Course Outline
- The customer service role
- 10 step method for dealing with customers both internal and external
- Identifying areas in which you need to be exceptionally good when dealing with difficult customers
- How people communicate
- How to say it, your voice, your words, your phrases
Presenter
Ellen Watts
Availability
18th June 2012 (9:30 AM - 4:30 PM) @ Twigworth Court Business Centre
12th September 2012 (9:30 AM - 4:30 PM) @ Twigworth Court Business Centre
12th December 2012 (9:30 AM - 4:30 PM) @ Twigworth Court Business Centre
25th March 2013 (9:30 AM - 4:30 PM) @ Twigworth Court Business Centre
Cost
Course: £160.00 +VAT
Contact
0845 8389964
training@glosenterprise.co.uk
Booking
TopMeet the Trainer
Ellen Watts
Ellen Watts is a lively professional whose approach guarantees an enjoyable and effective learning experience for all who take part. Ellen started her career 25 years ago in retail management & management training and later, in sales and sales management. 14 years ago she formed ElleRich Training Ltd. She still specialises both in customer service and sales training plus all the communication, management, training and coaching skills needed to support them. Her training style is fun, interactive, inspirational and motivational as well as informative & practical.