Training

Skills for handling difficult and demanding customers on the phone

• Understanding customers telephone behaviour. Once we understand we can react in a more appropiate way.
• Managing emotions - yours and theirs!
• The power of language and how to use it wisely. Little things can make a difference.
• How to aviod escalation by finding positive ground.
• Assertive telephone behaviours. Taking control and inspiring confidence.
• Balancing organisational and customer needs.
• Real Play - the chance to be the customer from hell and handler from heaven!
• Listening skills. Hearing the problem from the customer's point of view.

My Guarantee

All of my work comes with My Unique Money Back Guarantee: I ask you to pay in advance but, if on the completion of the programme, you are not completely satisfied that you have had value for money, I will immediately refund your investment in full!