Course Description
Handling difficult customers professionally is essential for maintaining positive relationships and ensuring customer satisfaction. This programme equips participants with practical communication and complaint-handling skills to manage challenging situations confidently, resolve conflicts effectively, and apply service recovery techniques to enhance the customer experience.
- • Communication Basics
- • Managing Customer Relations
- • Handling Customer Conflicts – Handling difficult customers
Course Objectives
The objectives of the course are to enable participants to:
- • understand the importance of communication in customer service.
- • understand the role of attitude in handling difficult customers.
- • learn techniques to develop client relationship.
- • learn and apply a basic technique to handle difficult customers.
Learning Outcomes
By the end of this course, participants will be able to:
- • communicate confidently and professionally with customers.
- • apply positive attitudes and behaviours when handling challenging situations.
- • manage customer complaints effectively and efficiently.
- • use service recovery techniques to restore customer confidence.
- • resolve difficult customer interactions while maintaining service excellence.
Topics covered:
- • Communication Basics
- • Attitude in Customer Service
- • Building Customer Relationships
- • Understanding Customer Complaints
- • Managing Customer Complaints
- • Service Recovery Techniques
- • Handling Difficult Customer Situations
- • Best Practices in Customer Service