Course Summary

Do you want to be confident that you can control challenging situations with your customers? Do you want to be able to build stronger relationships by identifying with others?

To be successful within business we need to be able to communicate effectively and understand our relationships with our customers and theirs with us. This course examines how we relate to others and identifies ways to improve these relationships and the communication that takes place.

This course is specifically designed to enable participants to take control of challenging customer situations. Attendees will learn how and why customers can be demanding and learn strategies for dealing with them effectively.

The course is highly practical and helps delegates to increase their self-awareness as well as providing opportunities to develop their skills.

Anyone who has to deal with challenging customers on a day to day basis will benefit from attending this course.

Course Objectives

Delegates will learn how to:

• Identify your preferred behaviours when communicating and its impact on others
• Recognise the use of effective questioning and of active listening techniques
• Consider the impact of non-verbal communication and have identified the five stages of rapport
• Deal with conflict constructively
• Recognise and use transactional analysis deal more effectively with customers

Course Content

• Establish personal objectives for the course
• Personal experiences of being a challenging customer and of dealing with challenging customers
• Summary of do and don'ts when dealing with challenging customers
• Structuring an effective conversation with a customer
• Levels of rapport
• The significance of matching and pacing
• Questioning techniques and listening skills
• The transactional analysis model
• Assertiveness skills and techniques
• Handling conflict
• PACR - managing emotions
• Written communication