Difficult Customers

1 Day Course
Code PPD030

Book Now - 1 Delivery Method Available:

Scheduled Online Onsite

Overview

No organisation or person is perfect.  Handling difficult situations effectively is now a key skill.  Your participants will learn the key skills.

Objectives

Delegates Will Learn:

  •  Your participants will learn how difficult situations can be valuable.
  •  Participants will learn an easy-to-use effective manner of dealing with difficult situation
  •  Your participants will learn how to be effective in their 'follow-up.'
  •  Questions are a key part of dealing with difficult situations, as well as other situations they will meet.  Participants will learn how to ask effective questions.
  •  Listening is not silence but a skill that accompanies questioning.

Modules

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SEQUENCE FOR HANDLING DIFFICULT SITUATIONS (6 topics)

  • The first part of a call/meeting
  • How to show concern without necessarily admitting liability
  • How to ascertain the key facts
  • Obtaining real agreement
  • How to avoid the 'fait accompli' or resentment
  • Role-Play, Discussion

THE FOLLOW-UP (4 topics)

  • Key elements in following-up any difficult situation
  • Ownership of problems
  • Internal communication
  • Role-Play, Discussion

QUESTIONING STRUCTURE (5 topics)

  • The structure of a question
  • The role and value of questions in difficult situations
  • How to avoid the pitfall of a poor question aggravating a situation
  • Questioning style
  • Exercises, Role-Play, Discussion

LISTENING SKILLS (6 topics)

  • Barriers to effective listening
  • The difference between a good and bad listener
  • Stages of listening
  • Using active listening to steer a conversation
  • Exercise, Role-Play, Discussion
  • SUMMARY, ROUND-TABLE, PERSONAL ACTION PLAN

or call:408-759-5074

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