How to Deal With Difficult Clients and Discussions


This workshop encourages the use of communication skills to enhance customer service, adhere to ethical standards in all dealings with clients, provide adequate responses to a client's query or complaint and to assist clients with constructive advice and information. The aim of the workshop is to specifically address the difficult client.


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

US IDUnit Standard TitleNQF LevelCredits
114974Apply the basic skills of customer service22

When choosing the SETA accredited option, please note that this workshop will run over a full day

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Cape Town: 2019-10-18
Johannesburg: 2019-10-18
Durban: 2019-10-18
Port Elizabeth: 2019-10-18
Polokwane: 2019-10-18
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I left with a clear understanding of why I react negatively to difficult customers and how to alter this behaviour. ~ Leonard

This workshop is accredited by Services SETA

SETA Accredited Course
The duration of this seminar is 1 day(s).
Cape Town Johannesburg Polokwane Durban Port Elizabeth
R1530.00 p/p R1640.00 p/p R1530.00 p/p R1640.00 p/p R1430.00 p/p
Please contact us for inhouse pricing.
Prices include VAT @ 15%
All our full day open hosted workshops commence at 08:30 and end at 16:30. For inhouse workshops we will travel for anything between one and 16 delegates.
All course material, lunch and refreshments are provided.