Handling Awkward Customers


Workshop Title:            Handling Awkward Customers

Who Should Attend:

Everyone within the organisation. Especially relevant to those who’s primary focus is the delivery of excellent customer service to the external customer/client/service user.

 What practical benefits will I gain from attending this workshop?

Handling awkward customers can be – awkward. Dealing with the fully satisfied customer is usually far more straightforward. This is a greater test of your skills set.

Don’t panic! Help is at hand – by the end of this workshop you will understand the key processes and skills required to handle awkward customers in a professional manner.

Awkward/demanding or complaining – put yourself in their shoes – its not personal – think behaviour not person – give them a good listening to – separate facts from emotion – is it a person or process issue – offer a range of solutions (where you can) – agree the next steps – part professionally – take action and follow up – learning from service failure – identify your strengths and areas for development.

 Duration:            0.5 day

 Note: This workshop will be designed and delivered to meet your specific requirements.

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