"Difficult Customers" Training

How To Handle Difficult Customers Training

Business activities can be unpredictable. Difficult customers present unique challenges and often require special handling to ensure optimum customer satisfaction. This session examines how strive for success in these tricky situations using a range of tactics, techniques, and strategies tailored to addressing the root cause of customers’ difficulties and conflicts. Learn the skills necessary for managing patron emotions efficiently so that you feel empowered rather than overwhelmed when tackling difficult customer service problems!

Knowing how to properly manage demanding customers can be a game-changer for any business, and this course will provide the opportunity to do just that. You’ll go beyond typical interactions––learning personality types so you’re better equipped to handle different personalities in every situation as well as reading body language signals from your clientele. All of these skills add up into an impressive resume statement with potential positive repercussions on corporate image too!

Through this course, you and your team can attain the necessary skills to professionally manage difficult situations. Learn how best to defuse anger, appease angry customers and combat personality clashes with ease – setting both parties up for a positive resolution!

In this course, you’ll gain the perfect mix of skills to successfully navigate even complex interpersonal relationships. You will learn how to manage different personalities, communicate with clarity and poise, make strategic use of body language – all culminating in an enhanced capacity for tackling difficult situations. The ultimate goal is higher customer retention rates and improved staff morale as well as problem-solving efficiency throughout your organisation

Difficult Behaviour Outcomes:

Disarming anger can be a difficult task. Our trainers specialise in conflict resolution and assist participants to learn more about how to handle anger. Learn more about taking control of this emotion from within and also from external areas.

Being able to change and control emotion is a great skill. Imagine being able to help a client who is upset or angry to become happier and more satisfied with your services. Our trainer will illustrate how to create a positive experience for clients.

Communicating with your clients is important. Being able to communicate effectively will also help you to assist your customer or client with a solution. Learn more about the barriers and issues of communication and how to overcome them. Some great tips and help for those who wish to improve their communication level.

We provide a fun activity to work out the 4 personality types within the workplace. Learn more about your active personality type and how it affects your work situations and communication. This is a great tool for anyone who works with others in the workplace as we demonstrate how to understand others more effectively with this tool.

Body Language is an area where many have not been formally trained. This communication form is a major contributor to our overall communication. Learn how to use your own body language to communicate and also how to read the signals that others may be sending you.

Some quick and easy skills to help participants learn more about problem solving. If the group has a foundation here, we can provide more advanced problem solving skills.

Make direct customer issues productive, positive and rewarding
Handling stress: Tips for your team, along with your customers
Techniques for handling written, telephone, and face to face grievances
Cope with relationship problems
Understand rapport building techniques and the purpose of positive communicating
How to produce satisfaction from dissatisfaction
Understand and use the three step conflict resolution model
Prevent reoccurring issues
Get focused on alternatives
Use assertive anger in a positive manner
Use phrases and words that work wonders to fix broken or damaged customer relations
Tactful ways you’ll be able to say “no”
Handle conflict and take control
Use stress responses and your own communication to help hostile customers and clients
Which customers are difficult? The best way to identify the three main kinds
The effects of not managing angry customers
The number one tool in managing irate customers
Finding means to say “yes” to difficult customers
Find innovative methods to deal with grievances and client demands
What works and what doesn’t for dealing with angry customers
Successfully report the event
How to Distress when things get ugly
Rebuild customer loyalty after episodes that are negative
Follow the 7 steps in minimising issues
Three underlying principles of Difficult Customers
Change yourself depending on the situation
When dealing with upset customers, the top 10 phrases you have to avoid
Conclude complaints quickly and to the satisfaction of everyone’s
Working with customers who just need to speak to direction
Identify root causes of behaviour that is challenging
Counter negativity with positivity
Use strategies that will help develop a connection with all types of “prickly characters.”
Construct a proactive, problem solving culture
Learn a 5-step approach to taking control of the situation
Gaining customer confidence and moving on to constructive solutions
Comprehend client or customer problems, and inhospitable situations
How to cope with a customer who caused the problem
Benefit from a confrontation
Build rapport to generate relationships where none exists
Use reflective listening to get an understanding of others
Plan your communication style as well as profile their character style to reduce anxiety and pressure levels
Understand what motivates other people
Use time management techniques to make sure your services are delivered on time
Avoid/Substitute vocabulary that can add fuel to the fire
Understand that people have different values and thus different behaviours
The very best methods to deal with abusive, irritating and miserable customers
The best way to respond professionally and assertively to threats and abusive language
Remedy bad relationships with customers who would have been lost forever
Deal with personal and other peoples conflict
Deal with a hard individual
Understand and adapt to a customer’s personal behavioural style
Identify and use a structured procedure for running customer service transactions
Saying “no” to tough customers
How your tone of voice can make the biggest impact on calming angry customers
Communicate efficiently and clearly with customers
Cutting to the chase to get the information you are required to solve the issue
Discuss problems in groups
Don’t simply estimate, listen for the real issue with these powerful techniques
Demonstrated conflict resolution skills guaranteed to please every customer
The way to create the customer feel respected and heard
Plan and practice to manage difficult situations successfully
Strategies that keep you from getting drawn into an argument
Understand what your customer is not saying by assessing body language and their voice
Understand other people’s objectives and behaviours
Use communicating zones

Mutual Connections

This discussion will examine the idea that, in a relationship with someone else, our actions will likely be taken more receptively. Participants will learn more techniques for managing and dealing with difficult customers that have a personal connection.

Coping with Change

Through a discussion and activity with the participants, our trainer will examine change during this session. Learning how to deal with change can be an important part of dealing with difficult people. There will be situations from time to time that may need adaptability and skills for coping with an increase in stress. This session discusses how to handle these areas when dealing with people. Coping strategies for circumstances that are challenging.

The Agreement Frame

Anthony Robbins and a large number of other professional communicators, indicate that we can become more skillful at using what they call “The Agreement Framework”. This session will investigate this framework and we practice implementing it with participants.

The Ten Commandments of Change

In the next part of the session we discuss the ten commandments of change by Lyle Sussman and Sam Deep. Through discussion we provide the ten commandments associated with change and show participants how they can be applied.

Preventing Difficulties

We can prevent issues from arising from time to time. Learning how to prevent difficulties will help employees to take control of situations that may get out of hand or increase to a more challenging issue. There are several crucial skills that we can prevent problems from happening. These systems will soon be examined in small group work and in a discussion.

Dealing with Difficulties

Participants will work in small groups or pairs to investigate eight methods for coping with issues. These are a set of new and effective techniques for dealing with challenging individuals. Used in organisations across Australia, these methods are great for a basis for solving difficult issues.

Reasons for Challenging Behaviour

This interactive and practical part of the session will look at the four reasons for challenging behaviour that everyone has and how we can work with them.

The Five-Step Procedure

In this session, we will look at a five-step procedure that may help participants resolve conflict easier. Our trainer will also provide a list of additional conflict resolution skills for the team.

Shifting Yourself

Before we discussed how our perspectives and actions impact others. In this session, we’ll take a deeper look at how negative interactions can be caused by negative approaches, and what we may do to turn those approaches around.

Why Don’t People Do What They Are Supposed To?

We’ll discuss the ten most common reasons, although there are a million possible reasons for why people don’t do what they are supposed to do. Participants will examine the areas and discuss possible solutions to the reasons presented.

Managing Anger

Anger can contribute to a difficult situation. This session will share some techniques others in the workplace have used to handle their anger. Participants will likely be encouraged to share their very own experiences and techniques. Our trainer will supply some additional solutions and explain how anger is created.

De-Stress Solutions You Can Use Right Now!

Managing your stress can help you to take control of many emotional situations. To conclude we will look at five techniques participants can utilise to unwind. We’ll also share a list of stressful thoughts and how to manage our thinking.

Session Wrap-Up

At the end of the training session, employees will have an opportunity to ask questions and fill out an action plan to manage difficult people more effectively.

Tailor Made Training

Every team is different and the situations or types of events that you experience may change also. Our team can design a training workbook to suit your type of industry and team. We will also be able to provide personality profiling tools to assist applicants with learning more about individual customers and their unique personalities so as to be more able to cater to their specific needs and interests.

Contact us to book your training in Melbourne, Parramatta, Gold Coast, Brisbane, Sydney, Adelaide, Canberra, and Darwin.

How To Handle Difficult Customer Training Outline

Course Overview

During the workshop, we’ll be kickstarting our day by getting to know all individuals involved and outlining what’s in store. Participants will also have a chance to identify their specific goals for learning during this experience.

Topics covered in this course

What is Customer Service?

This session will explore the fundamentals of customer service, helping you to understand who your customers are and how best to satisfy their needs. By building a better understanding of these concepts, we hope to help equip you with the tools necessary for delivering excellent service!

Pre-Assignment Review

Participants will analyse the insights revealed by their responses to questions about customer service beliefs and assumptions. This reflection provides an ideal opportunity to sharpen our understanding of how customers interact with a business, enabling us to optimise services for maximum client satisfaction.

Communication Skills

This session will equip participants with the necessary communication tools to build meaningful relationships. From developing empathy, recognising body language cues, asking thought-provoking questions and actively listening – we’ll explore key strategies that foster successful interpersonal interactions.

Dealing with Difficult People

This interactive session will provide attendees a chance to delve into the complexities of certain customer behaviours, acquire techniques on how to manage difficult customers, and exchange experiences with those they find most challenging.

Workshop Wrap-Up

Following this comprehensive course, participants will have the chance to reflect on their learning and craft an action plan for future success. Additionally, our instructors are available to answer any questions they may have along their journey.

Learning Outcomes

Customised Training Session For Teams (Included No Charge)

Our company is proud to be able to offer customisable content for our training courses. Our valued clients are invited to tailor features such as workbooks, certificates and delivery of material according the their needs. These modifications come with an array of options from styling and wording, providing a more tailored experience that suits each individual customer’s requirements best – all at no extra cost! Discover why personalising your course enhances learning outcomes today!

In-House Customised training benefits:
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Instructor Led 1 on 1 Workshop

Get started with one of our experienced trainers and tailor your course to fit you! Choose a specific date that works for you without having to wait; simply connect online with Zoom. Our expert educators will guide you through the content in just 4-6 hours.

1 Hour Instructor Led Session

Enhance your skillset today with a one-hour session hosted by our team of experienced trainers. From modules to courses, or even workplace techniques – the choice is yours! Rediscover productivity and benefit from upskilling in an online setting via Zoom.

Self Directed Online Course

Our courses offer a flexible learning experience, with multiple engaging activities and assessments to aid your comprehension. You’ll benefit from prerecorded videos so you can progress at the speed that best suits your needs!

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Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.

Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.

Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.

Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.

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Thank you for choosing to work with us. We would like to help build a session that suits you. You may have already received a sample from our team, however we would like to learn more about your needs.


Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.