Service Excellence
Human Performance Excellence
Service Excellence Suite
Handling Challenging Customers
Equip teams to navigate difficult customer interactions with empathy, composure and confidence.
Programme overview
Handling Challenging Customers
Turn Challenging Moments into Opportunities to Build Trust
Difficult interactions can define how customers remember an organisation. In this programme, participants learn practical conflict de-escalation and service recovery techniques to stay composed under pressure, respond with tact and restore confidence when expectations fall short.
Ideal for client service professionals, customer service representatives, account representatives and managers, retail professionals and service consultants.
Duration: 2 Days
Learning Outcomes
- Display warmth and empathy in interactions
- Respond tactfully and politely in difficult situations
- Apply conflict de-escalation techniques
- Build customer loyalty with effective service recovery actions
View Programme Calendar here.
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