Conflict Resolution and Managing Difficult Customers On-the-job benefits

The course participants will gain the following significant benefits:

  • Understand WHY the Customer is Upset
  • Identify the Situations Before they Become SITUATIONS
  • Learn and Practice the Process for Diffusing a Customer

Target Audience

The course is recommended for:

  • Employees and managers of retail and hospitality

Pre-requisites

  • Leading a Service Team (Managers)
  • None (Employees)

Objectives

Upon completing the course, participants will be able to:

  • Understand WHY the Customer is Upset
  • Identify the Situations Before they Become SITUATIONS
  • Learn and Practice the Process for Diffusing a Customer

Course Modules

  • Recognizing why customers are upset
    • Psychology of the human
    • Understanding that behavior is predictable
    • Managing Difficult Customers
  • Diffuse a situation before it’s a situation
    • Identify warning signs
    • Know how to stop bad behavior before it begins
  • Learn and practice the process of customer satisfaction in difficult situations
    • Common situations
    • Different types of listening techniques
    • Giving bad news without emotional response
    • Showing respect and empathy through playback
    • How to help when you’re not the person who can help
    • When all else fails, how to diffuse a crisis

Objectives

Upon completing the Managing Difficult Customers course, participants will be able to:

  • Understand WHY the Customer is Upset
  • Identify the Situations Before they Become SITUATIONS
  • Learn and Practice the Process for Diffusing a Customer

Course Modules

Recognizing why customers are upset

  • Psychology of the human
  • Understanding that behavior is predictable
  • Managing Difficult Customers

Diffuse a situation before it’s a situation

  • Identify warning signs
  • Know how to stop bad behavior before it begins

Learn and practice the process of customer satisfaction in difficult situations

  • Common situations
  • Different types of listening techniques
  • Giving bad news without emotional response
  • Showing respect and empathy through playback
  • How to help when you’re not the person who can help
  • When all else fails, how to diffuse a crisis

Training Methodology

  • Instruction by an expert facilitator
  • Practical illustrations
  • Interactive classes
  • Group discussions
  • Workshops
  • Simulations
  • Case studies

 

Open Course Enrollment Details

Dates & Location

AUPP New Campus

 

The CLPD Experience

Joining a CLPD class means getting an access to numerous unique advantages that only our center can provide in Cambodia:

  • State of the art training facilities with modern lecture halls and equipment
  • Expert Western instructors with decades of experience in senior positions. 100% of them hold a post-graduate degree.
  • International quality standards at every step, from the curriculum creation to the delivery and follow-up
  • Certificates of completion recognized by the American University of Phnom Penh and valued by employers
Want More Information?

Check our Course Outlines (PDF) here: Managing Difficult Customers

You can also contact us at:

Phone: 011 21 21 44

Mail: info.clpd@aupp.edu.kh

Book a seat today for this class





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