About this Course

Wouldn’t the world be a great place if every customer was a pleasure to deal with? We all know that this is an almost impossible dream, so what is the best way to handle a difficult customer? During our two-part training programme, you will learn stress management skills, how to build rapport, and how to recognise and use good body language.

We cover the following topics in this session:

a) Getting the right attitude

b) Internal stress management

c) External stress management

d) Transactional analysis

e) Understanding the customer’s perspective

f) Over the phone communication

g) Face to face communication

h) The art of sensitivity and emotional intelligence

i) Following up

If interested in enrolling as a self-sponsored learner please click on the enrol button and we will get in touch with the necessary information to get you started.