This course aims to give you the confidence to handle challenging customers to achieve a win-win outcome.

Objectives: By the end of the course, you will have:

  • At least 3 tools to use when dealing with challenging customers.
  • Given tips for defusing potential conflict
  • Identify potential solutions for most challenging issues
  • Have fun

Session will include:

Essentials for good Customer Service

  • Importance of good customer service
  • Tips to Excellent customer services


Practical Exercises 1

  • Role play with external secret customer
  • Discuss how it was handled
  • What went well/How it could have been improved
  • Feedback from ‘secret customer’
  • In groups, list areas of concern with potential solutions
  • Each pair/group present their list & solutions
  • Whole group discuss list and agree solutions


Who should attend?

Anyone who has direct contact with customers/potential customers in person or via the telephone.