This workshop is aimed at building skill and confidence to deal with a variety of difficult service interactions with customers. It also helps to create the right attitudes towards these challenges.
Content can include:
A look at ‘difficult’ service interactions and ‘difficult’ people
What effect do these interactions have?
The word ‘difficult’ and what it means
What happens when a difficult encounter gets out of control
Getting back into the driving seat: how to take control
Getting into and out of a ‘state’
New ways to think yourself into a positive spiral
Eight types of ‘difficult’ people
Strategies for handling each person
Communication tips for difficult situations
Danger words: words that that push the customer into a negative spiral
Words that work: even when you have to say no
Maintaining the relationship and your sanity
Planning to pull your own strings
This is an outline. If we haven’t included exactly what you want, tell us. We’ll design a programme that’s a perfect fit for your business.
