Power Session: How to Deal with Difficult Clients

Aim/Intro

This session 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.

Aim/Intro

2 Hour Session.

The Important Role that Customers play
The customer is not an interruption inyour day - he is the REASON for your day!
Understanding customer service from a clientís perspective.
What standard of performance doesthe customer expect.

The 2 Basic Emotions
Understanding where our reactions andinteractions come from.
Understanding why the client appearsto be difficult.
Understanding the opportunity this client brings us.

How to Calm the Client
How do we benefit from complaints?
What do we feel when faced with anangry or disappointed customer and what responses do these feelings produce?

Communication Skills
Communication starts with the ability to listen.
What does effective identification of a complaint involve?
Aspects of speech (positive).
3 step assertive technique.
This Fogging principle.

Aim/Intro

At the end of this session delegates will have the ability to analyse their behaviour against the criteria for good customer care. Be able to identify the criteria for professional behaviour and make decisions that will enhance the clientís experience with the organisation. The delegates will walk away with more confidence to face the difficult client and have a clear idea as to which tool to use to deliver the required level of client care to a demanding client.


US ID NQF Level Credits Description

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Course Outline




The Staff Training workshop listed here is one which has been compiled for maximum organisational outcome, however, SETA alternatives are available

SETA Alternatives Available
The duration of this seminar is 0.2 days
Cape Town Johannesburg Polokwane Durban Port Elizabeth Bethlehem Pretoria Virtual
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. Virtual Seminar times are flexible. For inhouse workshops we will travel to your premises.
All course material, lunch and refreshments are provided, if applicable.