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Handling Challenging Customers

Handling Challenging Customers

Prime 5.0

Created by   LearningPlanet Limited

Category   Business   >   Customer Service

Duration 120 minutes
Audience Employees

Description

Being able to effectively manage upset customers and their complaints is a key skill in any organisation. Quite often this trying time with customers can be the make or break of a customer relationship as well as negative word of mouth. Split into 12 bite-sized 10-minute videos each with a workbook, you will find this course both down to earth and easy to apply.

What you'll learn

This complaints handling course will give you all the skills required to manage, communicate with and calm upset customers while effectively and professionally handling their complaint. Each video has three areas to stop and discuss and complete answers in the workbook provided.

Topics for this course include

:Communication skills, listening skills, questioning skills, being assertive, difficult customer types, showing empathy, difficult customer techniques, handling conflict, abusive customers, negotiation skills and advanced difficult customer techniques.

Each topic includes a workbook that will help you apply the principles in your role and provide an action plan that you can work towards for each area.

Languages

English

Details to know

Certificate
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LearningPlanet Limited

LearningPlanet helps build the confidence and skills of your staff members as it provides on-going training refresher skills and knowledge available anytime, anywhere.

In today’s busy environment people want knowledge when they need it rather than waiting for a set training course date.

Staff members often need to know how to do something straight away. They have an angry customer, conflict situation or need a refresher on a key skill instantly. LearningPlanet® allows them to do that.

Our courses are designed to be short sharp and to the point removing all the usual waffle and padding other courses offer.  You will receive a workbook to personalise the learning to your individual business environment and have a record of learning that you can refer back to.  Upon completion of each course you will also receive a LearningPLanet certificate of completion.

Price per license
$50.00
No. of licenses
Total
$50.00
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