November 2022 Managing Difficult Customers

Our November 2022 Managing Difficult Customers training courses teaches staff how to identify the different types of difficult customers and situations, and then how to identify and apply the correct solutions with confidence and increased resilience.

From learning how to negotiate or how to say NO! effectively and with professionalism, the Managing Difficult Customers Training Course is the ideal course to help you or your team members handle difficult situations with grace and style. 

This course isn’t just a few words and phrases to use – it’s a comprehensive, high-quality program delivered over 2 x 4-hour sessions that will make a lasting lifetime impact.

As with all our CX Skills courses, this live-facilitated online course involves workshop exercises, quizzes, role-plays, videos, examples and more to make the course both enjoyable and, of course, to enable the learnings to be applied.

Delivered by global superstar Daniel Ord and with a customer review score of 4.9/5, this course is loved by attendees and will provide them with new-found confidence they can apply immediately!

Course Agenda

Module 1. Considering Human Behaviour

• Using Transactional Analysis to understand Customer behaviour and our own behaviour
• The issue of changing someone else’s character
• The issue of ‘satisfying’ an Unhappy Customer

Module 2. Classifying the Classic Types of Difficult Situations

Learn the differences between them all the different types of difficult customers and how to handle them including:

• The Abusive Customer
• The Irritating Customer
• The Unhappy Customer

Module 3. Service Skills Requirements 

The Classic use of Listening:

• Deciding whether to use Empathy or Affirmation
• What are the 5 levels of Empathy?
• What you must do when interacting with someone who is upset

Module 4. Understanding your solution options

We’ll teach our proprietary UNER (R) model that will guide you on:

• How to Say YES
• How to say NO
• How to explain WHY
• How to provide a Conditional or Creative YES
• How and when to Escalate