This course will teach leaners how to distance themselves from any personal remarks and respond professionally without entering into arguments.
- Building rapport, communication and trust with clients
- Understanding different personality types
- Use effective interpersonal skills to improve negotiating outcomes
- Managing the conversation using a Master Strategy: T.A.L.K
- Defusing - proven methods to control the situation
- Hot phrases and words to avoid
- Responding and resolving complaints
- Behaviour - what causes customers to be demanding or difficult
- Know when to take a step back
- 6 Steps to dealing with difficult people
- Engaging the ‘professional brain' instead of the emotional, reactive brain
Did You Know? You will get free DCM Membership if you decide to book the Difficult Customers Training. As a member company, you will have access to 100's of free courses for your team.