Course Summary

Attend our Handling Difficult Customer Behaviour online training to learn how to approach conflictbuild co-operative relationships and regain trust when dealing with customers who are considered to be ‘difficult’.

During this highly interactive online training course, you will have the opportunity to put your communication skills into practice in a variety of situations. Develop techniques to support you and your team with conflict resolution and improve customer satisfaction.

Learn how to acknowledgeadapt and respond in-person, online and by telephone, as well as discussing best practice for writing letters and apologies.

You will learn how to encourage customers to work with staff and find collaborative resolutionsincreasing your organisation’s positive reputation and limiting the feeling that customers and staff are working against each other.

Share and discuss your most challenging situations with our expert trainer. Take away an action plan using insights from real-life examples of mediation and conflict coaching, to support and upskill your team on how to respond effectively to difficult interactions.