How to Deal With Difficult Clients and Discussions
Nobody wakes up wanting to be a difficult client — there's usually a reason behind it, and finding that reason changes the whole conversation.
About the course
This 1-day workshop teaches four specific techniques for calming an upset client, applies the KISS principle to communication, and builds structured feedback and listening skills for high-conflict, customer-facing roles. The result: staff who de-escalate instead of getting drawn into the conflict.
What it covers
The important role that customers play
Understanding why and how customers are important, difficult or not
Why are clients normally difficult
Understanding why clients become difficult
What do clients want when they speak of service and client care?
What does the modern client want and need, how does service and client care help them and us
What is considered courteous behaviour/good telephone etiquette and why is it important?
The norms of good client care and why we should strive for excellence in this sphere
What communication skills are necessary to make for a good client interaction?
Using different theories and tools to ensure that even under duress our client interaction is at its maximum level of efficiency
What is the KISS principle in customer care and why is it important?
How to implement a KISS principle
How do you calm a client down (4 techniques)
4 techniques on how to calm a client down
How do we overcome language barriers?
Practical tips on body language and the South African working landscape
When choosing the SETA accredited option, please note that this workshop will run over a full day
“I got to understand myself much better which means I can better understand my clients. ~ Liz”
Unit standard alignment
| Unit standard | NQF | Credits | Title |
|---|---|---|---|
| 114974 | 2 | 2 | Apply the basic skills of customer service |
A credit-bearing SETA version is available on request.
Run it for your team
We can adapt How to Deal With Difficult Clients and Discussions to your industry and your people’s real situations, and run it at your premises, at our venue or as a virtual workshop. We agree the outline with you before you order, and the rate per delegate drops as the group grows.