Home Foundations of public administration Customer Managing Challenging Customer Interactions
Managing Challenging Customer Interactions
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Learn to describe an effective opening to a customer interaction
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Demonstrate appropriate behaviours and use conflict techniques and strategies to defuse a wide variety of customer challenges, thus supporting a positive outcome for everyone
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Develop personal strategies to remain calm when dealing with challenging customers and for taking care of their own wellbeing following a difficult customer transaction
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Describe when they need additional support to resolve a customer’s problem and how to effectively transfer the problem to other colleagues
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Identify the appropriate point at which to end the conversation
Overview
Cross Civil Service
It’s easy to assume that the most common type of challenging customer is an angry customer – but that’s not always the case. A challenging customer could just as easily be someone who is emotional or manipulative or someone who, mistakenly, thinks they already know everything they need to.
This course is designed to help you develop the techniques and strategies needed to deal with all sorts of dissatisfied and challenging customers. It explores the importance of understanding a customer’s motivations as well as how to recognise, manage and resolve their problems. It also introduces you to the tools and skills required to defuse conversations that can quickly become pressurised and uncomfortable.
Please refer to the course flyer for a full description of the learning.
Delivery method
Face to face
Virtual
Course duration
5.25 hours
Delivery method
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Face to face
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Virtual
Course duration
5.25 hours
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