Training Course Outlines:

Course content includes:
What do customers expect from you?
Building customer relationships
Meeting the needs of internal customers
Roadblocks that create conflict with internal customers
Communicating effectively with customers
Building rapport with customers
The nature of conflict
The effective way of managing conflict
Your personal behavioural style
Recognising customer behaviour
Assertive communication
Techniques for handling complaints
Retail rage

Training Course Outcomes:

Demonstrate a range of communication techniques to deal with difficult situations
Identify styles of behaviour and determine your own personal style
Communicate assertively
Be more aware of the ways difficult people create and use conflict
Effectively handle conflict with customers
Find positive solutions to customer complaints

Course Accreditations:

Course Prerequisites:

Related Courses:

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