You will be well prepared for more difficult customers after attending this workshop.
No role plays - ever!
Customer Service Training that works!
Over a quarter of a million New Zealanders have participated in our highly regarded, professional workshops.
Learn skills to manage conflict, so you can approach disagreements with the confidence that keeps your personal and professional relationships strong.
This one day KiwiHost Dealing with Difficult Customers is for anyone who is in a position where they regularly find themselves presented with customers or colleagues that are difficult to deal with.
Key Subject Areas:
Conflict as Communication.
Benefits of confrontation.
Managing anger, and dealing with other peoples anger.
Causes of difficult behaviour.
Conflict resolution model (the 4 D’s).
De-stress options to use when things get ugly.
Personal action plan.
Recognise how attitudes and actions affect others.
Find new and effective techniques for dealing with difficult customers.
Learn techniques and strategies for managing and dealing with anger.
Develop coping strategies for dealing with difficult customers and turning difficult situations into win/win situations.
Following successful completion of the KiwiHost Dealing with Difficult Customers workshop, participants will receive an internationally recognised KiwiHost certificate.
Each participant will receive a workbook for future reference.
Facilitator-led with highly interactive material, including exercises, and discussion.
To register email Bronwyn at Bronwyn@kiwihost.co.nz or call 04 9705490.