How to Confidently Handle Upset Customers Course
March 15, 2018 @ 9:00 am – 10:30 am
The Clare Charity Centre
Wycombe Rd
Stokenchurch, High Wycombe HP14
Helen Pettifer Training
07704 221241
How to Confidently Handle Upset Customers Course @ The Clare Charity Centre | Stokenchurch | England | United Kingdom

There are going to be times in business when things don’t go as planned, however, if handled correctly, a challenging situation can be turned around and a loyal and trusting customer relationship can be created.

​​The reputation of your company is reliant on consistently meeting the expectations of your customers, in every interaction, including how you handle customer complaints.

This course teaches participants how to remain professional, build rapport, listen to customers, and de-fuse any difficult situation with positive interaction.

Participants will leave feeling confident, empowered and motivated to assist clients with issues and fully focused on finding an acceptable solution for both parties.

Who is this course for?

This training course is ideal for anyone wishing to develop their skills in effectively handling complaints and confidently managing challenging customers and situations.

Course objectives

At the end of this course you will:

Fully understand the customer’s needs and how to meet them
Understand the importance of staying in control of personal emotions and situations
Recognise the need for attentive listening and effective questioning
Appreciate the impact quick and efficient complaint handling has on customer relationships
Gain skills and techniques to effectively deal with customers crossing the line
Leave with an After Action Review Worksheet
Helen Pettifer is proud to be a judge at the UK Complaint Handling Awards 2018.