Dealing with Difficult Customers

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Short Description By learning skills to manage conflict, you can approach disagreements with confidence that keeps your personal and professional relationships strong.
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
  • Conflict as Communication.
  • Trigger behaviours.
  • 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.
Learning Outcomes
  • 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.
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.
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