TPG Full Version 6a 25 MAY 2023 (For Digital PDF) - Flipbook - Page 112
Communication
Dealing with Difficult Customers
COURSE OVERVIEW
Delivery mode: In person OR Virtual
Duration: Half Day
Of all the skills required at work, dealing with difficult customers is one of the most challenging.
Angry, frustrated, or confused customers can break our concentration, elevate our stress levels, and
make it difficult to do our jobs safely and efficiently.
Employees who embrace complaints and interact professionally with difficult customers are highly
valued in all businesses, but to maintain their positive attitudes and to keep their skills sharp, they
need recognition and support.
Learning Outcomes
What’s included?
•
•
•
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Businesses gain confident employees
who professionally interact with
challenging customers and have the
skills and knowledge to self-manage
stress
Employees gain skills that improve job
satisfaction and are highly desired in all
industries
Customers interact with professional
employees who communicate with
empathy and seek to minimise stress
•
Before: We can’t control people, but we
can control our skills and knowledge.
Learn what drives difficult behaviours,
why some customers act irrationally,
and the skills required to interact
professionally in person and over the
phone
During: We rarely get a warning to
prepare for a difficult customer
Learn an emotionally intelligent 4 step
process that leaves customers and
employees feeling heard, valued, and
respected
To find out more go to ChooseYourCourse.com.au
Leadership and Management
Human Resources
Communication
Health Safety & Wellbeing
