Delivery Information

  • Duration: 2 hours
  • Locations: Calender Course - Hobart and Launceston
  • Contact training@tcci.com.au to discuss customised, on site or online delivery options.

Investment

  • $175 TCCI member
  • $260 non-member

COURSE CONTENT

This workshop provides participants with strategies to deal with difficult customers and situations whilst maintaining professional service standards.

Content includes:

  • Foundations of customer service (what do customers want and how can we anticipate their needs)
  • Why people complain/what makes people difficult
  • Three steps to dealing with complaints and difficult people
  • Ensuring positive interactions with customers regardless of the level of difficulty


LEARNING OUTCOMES 

  • Understand preferred communication methods 
  • Know and understand how to mange difficult customers and situations
  • More positively manage own and others behaviour 
  • A Personal Action Plan


WHO SHOULD ATTEND?

This course is designed for all people working in the ‘front line’ of business:

  • Salespeople
  • Customer service staff
  • Telephone enquiry staff
  • Receptionists
  • Personal assistants
  • Sales assistants
  • Field staff