| Short Description |
Difficult people present everything from a nuisance to a real threat. They make you dig deeper, but they also present you with a great opportunity to become a better Customer Service Provider. |
| Duration |
1 Day |
| Who Should Attend |
Anyone who is in a position where they regularly find themselves presented with customers or colleagues that are difficult to deal with. |
| Pre-requisites |
There are no pre-requisites for this programme. |
| Key Subject Areas |
- Who owns the problem and who does what about it
- The provocation continuum – behaviours that provoke both parties and defining trigger behaviours
- Games people play and habitual responses
- Defusing difficult situations – principals of action
- The ‘fix it’ plan – seven steps and other tools
|
| Learning Outcomes |
- Clearly identify the emotions and behaviours that arise during a difficult interaction
- Understand the part each party plays – ownership and responsibility
- Know the difference between real problems and habitual responses that provoke and destroy customer relationships
- Have a series of practical easily used tools to move situation to satisfactory resolution
|
| Certification |
Following successful completion of the KiwiHost Dealing with Difficult Customers workshop, participants will receive an internationally recognised KiwiHost certificate. |
| Materials Supplied |
Each participant will receive a workbook for future reference. |
| Presentation Method |
Facilitator-led with highly interactive material, including exercises, role-plays and discussion. |