How to Deal With Difficult Clients and Discussions
What is this course about?
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.
Key content covered
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
Unit standard alignment
| US ID | NQF | Credits | Description |
|---|---|---|---|
| 114974 | 2 | 2 | Apply the basic skills of customer service |
Compiled for maximum organisational outcome — SETA alternatives are available on request.
I left with a clear understanding of why I react negatively to difficult customers and how to alter this behaviour. ~ Leonard
Run How to Deal With Difficult Clients and Discussions for your team
Every workshop we publish is also delivered in-house — at your premises anywhere in South Africa and beyond, at one of our venues, or live online. Before we deliver, our course designers can adapt How to Deal With Difficult Clients and Discussions to your team: your industry’s examples in the case work, your real challenges in the exercises, your operational rhythm in the schedule. We meet you, agree the outline together, and only then do you place the order.
In-house rates drop per delegate as the group grows — for larger teams it is usually the more affordable option as well as the better-fitting one.