401 Dealing With Difficult Customers courses

Salon Management: Salon Management Course Online Our Salon Management: Salon Management Course teaches the art of running a beauty therapy salon. For effective beauty therapy salon management, qualified beauticians in the Salon Management: Salon Management industry must also have some managerial skills. This Salon Management: Salon Management Course is designed for learners who are interested in running or starting a business of salon. This Salon Management: Salon Management Course provides candidates a thorough understanding of salon management: salon management. This Salon Management: Salon Management Course will teach you how to hire and train employees, deal with clients, build effective relationships with employees and clients, motivate employees, understand client psychology, and manage your time effectively. In addition, the course teaches you how to effectively market and advertise your salon services, as well as how to acquire new clients. Expand your knowledge with high-quality training, enrol in our Salon Management: Salon Management Course for an expertly designed, great-value training experience. Through this Salon Management: Salon Management Course, you can learn from industry experts and quickly equip yourself with the specific knowledge and skills you need to excel in your chosen career. Main Course: Salon Management Course Course Free courses included with Salon Management Course Course Course 01: Level 5 Personal Development Course 02: Anger Management Course 03: Negotiation Skills Course 04: Communication Skills Course 05: Networking Skills Course 06: Dealing with Difficult People Course 07: Level 2 Award in Babysitting Course 08: Level 5 Photography Course 09: Asbestos Awareness Special Offers of this Salon Management: Salon Management Course: This Salon Management: Salon Management Course includes a FREE PDF Certificate. Lifetime access to this Salon Management: Salon Management Course Instant access to this Salon Management: Salon Management Course 24/7 Support Available to this Salon Management: Salon Management Course [ Note: Free PDF certificate as soon as completing Salon Management: Salon Management Course] Salon Management: Salon Management Course Online This Salon Management: Salon Management Course consists of 10 modules. Course Curriculum of Salon Management: Salon Management Course Module 01: An Overview of Salon Management Module 02: Fundamental Steps of Salon Management Module 03: The Principles of Health and Safety in the Salon Module 04: Maintaining Health and Safety Requirements Within the Salon Module 05: Attracting Salon Clients Module 06: Marketing, Advertising and Promotion Module 07: Understanding Body Language Module 08: Formula for Success Module 09: Promoting the Business Further Module 10: Building Relationships for Success in Sales Assessment Method of Salon Management: Salon Management Course After completing Salon Management: Salon Management Course, you will get quizzes to assess your learning. You will do the later modules upon getting 60% marks on the quiz test. Apart from this, you do not need to sit for any other assessments. Certification of Salon Management: Salon Management Course After completing the Salon Management: Salon Management Course, you can instantly download your certificate for FREE. The hard copy of the certification will also be delivered to your doorstep via post, which will cost £13.99. Who is this course for? Salon Management: Salon Management Course Online The Salon Management: Salon Management Course is ideal for those who are interested in beauty therapy and salon management: salon management. Professional men and women working in beauty salons can benefit from this course by expanding their knowledge and skills. Requirements Salon Management: Salon Management Course Online To enrol in this Salon Management: Salon Management Course, students must fulfil the following requirements: Good Command over English language is mandatory to enrol in our Salon Management: Salon Management Course. Be energetic and self-motivated to complete our Salon Management: Salon Management Course. Basic computer Skill is required to complete our Salon Management: Salon Management Course. If you want to enrol in our Salon Management: Salon Management Course, you must be at least 15 years old. Career path Salon Management: Salon Management Course Online After completing the Salon Management: Salon Management Course, learners can advance to the next level of salon management: salon management courses. This Salon Management: Salon Management Course also allows learners to start their own beauty therapy and salon management: salon management businesses.

Personal Development: Personal Development Course Would you prefer to concentrate on your own development? Increased self-awareness, identity, knowledge, and desires are the goals of our Level 5 Personal Development course. With the help of this Level 5 Personal Development course, you may create a foundation for an effective organisational system. You can shape your personal development and corporate behaviour development throughout the Level 5 Personal Development course. Understanding body language and handling workplace stress are also covered in the Level 5 Personal Development course. Your research abilities, executive presence, and communication abilities will advance to new levels by the end of the Level 5 Personal Development course course. If you want to improve your emotional intelligence or self-esteem, enrol in this Level 5 Personal Development course! Main Course: Level 5 Personal Development Course Free Courses are including with this Personal Development: Personal Development Course Along with The Personal Development Course, We Offer a free Level 4 Time Management Course Along with The Personal Development Course, We Offer a free Anger Management Course Along with Personal Development Course, We Offer a free Dealing With Difficult People Course Special Offers of this Personal Development: Personal Development Course This Personal Development Course includes a FREE PDF Certificate. Lifetime access to this Personal Development Course Instant access to this Personal Development Course Get FREE Tutor Support to this Personal Development Course Personal Development: Personal Development Course The goal of personal development is to examine oneself and try to concentrate on ways to get better. Personal Development: A course in personal development raises one's sense of identity, self-awareness, knowledge, and desires. The domains of personal development are mental, social, spiritual, and emotional. There are many benefits to personal development. Personal Development: Although the course on personal development is difficult, the benefits will make the effort worthwhile. Who is this course for? Personal Development: Personal Development Course Those who desire to improve both personally and professionally are advised to take this Level 5 Personal Development course. Requirements Personal Development: Personal Development Course To enrol in this Personal Development: Personal Development Course, students must fulfil the following requirements. To join in our Personal Development: Personal Development Course, you must have a strong command of the English language. To successfully complete our Personal Development: Personal Development Course, you must be vivacious and self driven. To complete our Personal Development: Personal Development Course, you must have a basic understanding of computers. A minimum age limit of 15 is required to enrol in this Personal Development: Personal Development Course. Career path Personal Development: Personal Development Course You could be able to explore a number of attractive employment prospects after completing this Level 5 Personal Development course, including coaching, mentoring, professional development, and many others.

Time Management: Time Management Would you like to acquire time management skills to improve your life? If so then you can check out the time management course. The goal of the entire Time Management course is to help you demonstrate that you understand this Time Management: Time Management course. Our time management course is separated into various sections. You will comprehend how to allocate your time based on importance. With this Time Management: Time Management course, you will also learn how to manage your time and use it effectively. You will get knowledge on time management in the workplace with this Time Management course. You will learn about time management software in this Time Management: Time Management course. You will be able to develop a value-based time management plan once you have finished this Time Management course. If you're eager to visualise yourself in a fulfilling work, enrol in our Time Management: Time Management course right away! Main Course: Level 4 Time Management Free Courses are including with this Level 4 Time Management Course Along with The Time Management: Level 4 Time Management Course, We Offer a free Level 5 Personal Development Along with The Time Management: Level 4 Time Management Course, We Offer a free Self Esteem & Assertiveness Skill Course Along with The Time Management: Level 4 Time Management Course, We Offer a free Workplace Stress Management Along with The Time Management: Level 4 Time Management Course, We Offer a free Dealing with Difficult People Along with The Time Management: Level 4 Time Management Course, We Offer a free Level 7 Project Management Special Offers of this Time Management: Time Management Course This Time Management Course includes a FREE PDF Certificate. Lifetime access to this Time Management Course Instant access to this Time Management Course Get FREE Tutor Support to this Time Management Course Time Management: Time Management By the end of this Time Management: Time Management - Course, you will have the skills and knowledge necessary to take control of your time, increase your productivity, and achieve your goals. Don't put off taking the first step toward a more efficient and fulfilling life. Sign up for our Time Management: Time Management course right now! Who is this course for? Time Management: Time Management Those who are looking for online time management classes, we have created this Time Management: Time Management course for them. Requirements Time Management: Time Management To enrol in this Time Management: Level 4 Time Management Course, students must fulfil the following requirements. To join in our Time Management: Level 4 Time Management Course, you must have a strong command of the English language. To successfully complete our Time Management: Level 4 Time Management Course, you must be vivacious and self driven. To complete our Time Management: Level 4 Time Management Course, you must have a basic understanding of computers. Career path Time Management: Time Management You can use our Time Management: Time Management course to help you get hired for the employment you want.

Customer Service: Customer Service Course Online Are you looking to enrich your telephone etiquette skills? Join our Customer Service: Customer Service Course to master the art of useful contact over the phone. This Customer Service Course teaches all the aspects of phone etiquette and using proper phone language. The Customer Service: Customer Service Course describes how to eliminate phone distractions. Inbound and outbound calls are part of this Customer Service Course. Through the Customer Service Course, handling rude or angry callers. Moreover, Customer Service Course describes handling interoffice calls and voicemail messages. This Customer Service Course is helpful for correcting poor telephone etiquette and wrapping up. Enrol this Customer Service: Customer Service Course to empower your skills and expertise! Learning Outcomes of Customer Service: Customer Service Course After completing this Customer Service: Customer Service Course, you will be able to: Understand various aspects of phone etiquette via Customer Service Course. This Customer Service Course describes how to use proper phone language. Customer Service Course explains how to handle inbound and outbound calls. You can learn how to eliminate phone distractions through the Customer Service Course. Know how to handle rude or angry callers and much more with the help of this Customer Service Course. Main Course: Telephone-Etiquette Course Free Courses are including with this Customer Service: Customer Service Course Customer Service Course, We Offer a free Close Protection Course Special Offers of this Customer Service: Customer Service Course This Customer Service Course includes a FREE PDF Certificate. Lifetime access to this Customer Service Course Instant access to this Customer Service Course Get FREE Tutor Support to this Customer Service Course Customer Service: Customer Service Course Online Giving students a solid understanding of the foundations of first-rate customer service is the aim of the Customer Service: Customer Service course. This customer service course provides guidance on how to resolve complaints, win back customers, and deal with challenging circumstances. By enrolling in this Customer Service: Customer Service course, you will also learn how to control your stress when dealing with difficult clients. After completing the Customer Service: Customer Service course, you'll know more about how to effectively communicate with clients and comprehend their needs. Who is this course for? Customer Service: Customer Service Course Online This Customer Service: Customer Service Course is perfect for students, business experts or stay-at-home parents. Requirements Customer Service: Customer Service Course Online To enrol in this Customer Service: Customer Service Course, students must fulfil the following requirements. To join in our Customer Service: Customer Service Course, you must have a strong command of the English language. To successfully complete our Customer Service: Customer Service Course, you must be vivacious and self driven. To complete our Customer Service: Customer Service Course, you must have a basic understanding of computers. A minimum age limit of 15 is required to enrol in this Customer Service: Customer Service Course. Career path Customer Service: Customer Service Course Online After completing this Customer Service: Customer Service Course, you may be able to pursue a variety of promising career opportunities related to this Telephone-Etiquette field.

Advance your teaching career with our Level 5 Diploma. Gain expert skills and knowledge to excel in educational leadership and innovative teaching strategies.

It's a fact of life that costs generally increase and as a result prices must go up too. Implementing an increase without losing customers is challenging. Talking about a price increase with customers never makes for an easy conversation. Your customers will generally decide whether to accept the increase based upon value, as well as the hassle cost of switching and going elsewhere. Even the most experienced salesperson who has implemented price increases before will be fighting back the nerves when faced with the task of 'selling' the increase. In this flexible programme, we will support your internal preparations at whichever stage you and your colleagues are at. From making the decision to increase prices, right through to those on the frontline already dealing with any push-back. This programme will help participants: Understand the business case for increasing prices Take steps to research the market Consider their customers' motivations Use the six principles of influence Identify and adapt for different personality styles Assess their level of trust with customers Build rapport rapidly with their customers and prospects 1 Raising prices - keys to success Understanding the business case Researching the market Assessing the value of your offering 2 Understanding your customer base Assessing your key accounts What is your 'target' customer range? Creating consistency in pricing approach 3 Planning the increase Timing your implementation Communication strategy Elements of a good price increase letter 4 Developing influencing skills The Trust Equation The six principles of influence Discovering your customer's buying decisions 5 Emotional intelligence and price increases The part emotion plays Developing strategies for keeping calm Handling your customer's responses 6 Understanding different customer styles Discover your own style Recognising behaviour traits in others Adapting your approach to their style 7 Preparing for customer contact Preparing for specific customers Anticipating their response Dealing with challenging customers 8 Following through Maintaining a consistent approach Resisting requests for discounts Confirming the increase in writing

Duration 1 Days 6 CPD hours This course is intended for This course is intended for individuals who desire to become more skilled at handling difficult customers. Overview Upon successful completion of this course, students will be able to deal with difficult customers in a way that increases productivity and customer service, and decreases unhappy customers. In this course, students will gain a valuable skill set to deal with difficult customers in various situations. 1 - GETTING STARTED Housekeeping Items Pre-Assignment Review Workshop Objectives The Parking Lot Action Plan 2 - THE RIGHT ATTITUDE STARTS WITH YOU Be Grateful Keep Your Body Healthy Focus on Positive Thoughts Invoke Inner Peace Case Study 3 - INTERNAL STRESS MANAGEMENT Irritability Unhappiness with Your Job Feeling Underappreciated Not Well-Rested Case Study 4 - EXTERNAL STRESS MANAGEMENT Office Furniture Not Ergonomically Sound High Noise Volume in the Office Rift with Co-Workers Demanding Supervisor Case Study 5 - TRANSACTIONAL ANALYSIS What is Transactional Analysis? Parent Adult Child Case Study 6 - WHY ARE SOME CUSTOMERS DIFFICULT? They Have Truly Had a Bad Experience and Want to Vent They Have Truly Had a Bad Experience and Want Someone to be Held Accountable They Have Truly Had a Bad Experience and Want Resolution They Are Generally Unhappy Case Study 7 - DEALING WITH THE CUSTOMER OVER THE PHONE Listen to the Customer?s Complaint Build Rapport Do Not Respond with Negative Words or Emotion Offer a Verbal Solution to Customer Case Study 8 - DEALING WITH THE CUSTOMER IN PERSON Listen to the Customer?s Complaint Build Rapport Responding with Positive Words and Body Language Besides Words, What to Look For? Case Study 9 - SENSITIVITY IN DEALING WITH CUSTOMERS Who are Angry Who Are Rude With Different Cultural Values Who Cannot Be Satisfied Case Study 10 - SCENARIOS OF DEALING WITH A DIFFICULT CUSTOMER Angry Customer Rude Customer Culturally Diverse Customer Impossible to Please Customer Case Study 11 - CUSTOMER ONCE YOU HAVE ADDRESSED THEIR COMPLAINT Call the Customer Send the Customer an Email Mail the Customer a Small Token Handwritten or Typed Letter Case Study 12 - WRAPPING UP Words From The Wise Review Of The Parking Lot Lessons Learned Recommended Reading Completion Of Action Plans And Evaluations

Duration 1 Days 6 CPD hours This course is intended for This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits. Overview In this course, you will develop the skills to coach for results. You will:  Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel. Identify the major trends in customer service today and the combination of criteria required for customer satisfaction. Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions. Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers. Identify remote customer service communication channels and apply remote customer service best practices. Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues. Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation. As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions.Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company?s bottom line and make a customer?s life a little easier. Understanding Customer Service Describe Customer Service Benefits Recognize the Importance of Internal Customer Service Identify How Customer Service Benefits You Excel with Customer Service Identifying How Customers Define the Success of Your Company Recognize Trends in Customer Service Identify Criteria for Customer Satisfaction Increasing Customer Satisfaction Identify Characteristics of the Personal Touch Create Lasting Positive Impressions on Your Customers Providing Face-to-Face Customer Service Identify Categories of Face-to-Face Contact Understand the Critical Success Factors in Face-to-Face Customer Service Identify the Characteristics of Active Listening Providing Remote Customer Service Identify Remote Customer Service Communication Channels Apply Remote Customer Service Best Practices Engaging Difficult Customers Serve Difficult Customers Manage Angry Customers Deal with Difficult or Unhelpful Colleagues Increasing Customer Loyalty Optimize Moments of Truth Recognize the Value of Customer Complaints Identify the Stages of the Service Recovery Process

Wouldn't sales be a 'walk in the park' without challenging customers? Why is it that some customers are so difficult to please, so quick to call 'foul' at the slightest blip and so mean with their gratitude after we've bent over backwards to accommodate them? Whether we are looking at prospective or existing customers, there is a toolkit for dealing with the most challenging of them. This course will help participants: Use broad open questions to give the customer a platform for their opinions or issues Improve listening skills to really understand what's behind the customer's challenging style Probe specific phrases to show listening and earn deeper disclosure Use silence to let challenging customers 'blow off steam' Understand the negative impact of certain phrases on a challenging customer Summarise effectively and reassure the customer of our understanding of their needs Recognise the 'behaviour cycle' and avoid emotional escalation Understand 'transactional analysis' and how to bring people from 'child' to 'adult' state Create loyalty in customers who are slow to give trust 1 What makes a customer 'challenging'? Why customers challenge us - understanding their drivers 'Wearing their shoes' - seeing things from their perspective Understanding our own personality style How to flex with a style that is different from our own Ways to quickly recognise a customer's style The benefits of flexing with a challenging customer's style 2 Practical exercise - forum theatre Participants take it in turns to deal with the trainer (who plays the role of the challenging customer) Observers stop the action when they hear or see something they deem wrong The participant in the seat gets a chance to use a suggested alternative line The participant who makes the suggestion has the chance to occupy the seat and deliver it themselves Frequent feedback from the trainer as to how the participant's words are making him feel Opportunities to rewind the action if an ill-advised line is suggested and delivered Flipchart for capturing what worked, what didn't work and why Mehrabian principle - the importance of body language and tone over words used 3 Questioning and listening skills How to use open questions to get the customer talking What questions to avoid and why The use of pauses and silence to reduce tension and build trust What listening is and what it isn't Question funnelling - how to earn deeper disclosure through probing The power of summary 4 Transactional analysis explained What is transactional analysis (TA)? Exploring the TA states and why people behave in that way under pressure How to bring challenging customers to 'adult' state to reduce tension How 'parent' or 'child' behaviours can be inadvertently triggered Understanding the 'behavioural cycle' and how to break it Mini-role play 'vignettes' to demonstrate real time impact of ill-chosen words 5 How to build trust with challenging customers Techniques for placating current challenging customers Methods that the participants have already used effectively - understanding why those methods worked and how other participants can model them Participants' experiences of trust having been lost - understanding why those experiences had that negative outcome How to 'go the extra mile' with challenging customers 6 Bringing a 'real' challenging customer to life Participants give the trainer a brief profile of a specific challenging customer of theirs 5-10 minute roleplay in which the trainer brings that individual to life Observing participants - without interrupting - make notes on what is and isn't working Trainer stops the action half-way through to give feedback on how he is feeling Participant goes back into the roleplay having recalibrated their approach based on feedback Observers give feedback on what did and didn't work Trainer comes out of character to explain the impact of the participant's words and behaviours 7 Wrap-up Key learnings from each participant Individual action planning - steps that can and will be implemented in the workplace

Any team member with Customer interaction (including internal) are the 'Ambassadors' of the company/organisation. If they project positive professionalism - they win others' confidence. If they appear or sound like they are in any way indifferent or unprofessional - they will cost sales and lose clients/customers. With this 2 day Training course, that will be tailored to your company/organisation, each person attending will upgrade their professional standards in people skills, telephone manner and email etiquette. No training in this area may well be a false economy as there is a much greater risk of disenfranchised customers and team members - and probably increases your competitors to win business at your expense. Professional customer care is all too frequently regarded as a token issue in most induction sessions for employees. Surprisingly it is very rarely considered as a key priority, despite being essential for ensuring customer commitment is secure and supplier/partnerships are robust. Excellent customer care is paramount in our ever increasingly competitive market and making customers feel valued and looked after is often a differentiator. This 2-day course will help you understand your customers and the vital importance of customer care in any organisation. You will gain the tools and techniques to apply your learning directly back into the workplace and deliver excellent customer care. Course Syllabus The syllabus of the Professional Customer Care course is comprised of four modules, covering the following: Module One What is Excellent Customer Care? Internal versus external customers Why customer care is important Meeting customer expectations Module Two Making a Personal Difference How do you measure customer care? Making a difference Taking ownership Positive mental attitude Displaying professionalism both face-to-face and over the telephone Using positive language Module Three Gathering Information and Offering Solutions Asking the right questions Active listening skills Summarising and clarifying skills Module Four Dealing with Difficult Situations How to give a 'service' no Demonstrating empathy Assertiveness techniques Handling a complaint Problem solving Saying 'sorry' Making realistic promises and keeping them Real Play Scenarios with a Professional Actor (Optional Extra) This programme benefits significantly from our innovative training feature: Real Play. Using a professional actor who performs role plays as different customer characters in carefully devised situations, the delegates have the opportunity to 'pause' the role play to coach and control their character to improve their skill sets and practice the theory delivered. These scenarios can deal with difficult situations and enacting options to ensure good customer relations are intact. The outcome of the scenario is the responsibility of the delegates, not the trainer and actor. The actor will remain in character throughout the de-brief in order to bring to life the impact and possible next steps. Objectives By the end of the course participants will be able to Adopt a professional telephone manner Communicate assertively by taking control and directing the conversation Deliver information positively by offering options and alternatives Develop a range of versatile behaviours to use when dealing with difficult situations by: Listening actively Using empathy Gathering relevant information through effective questioning Finding solutions to concerns/problems quickly and efficiently Speaking positively and assertively What Is The Benefit? For individuals this course will increase confidence and ability to deal with customers in all situations, which will in turn create customer loyalty and raise their profile. For an employer, ensuring that all customer facing employees are demonstrating excellent customer care instils confidence in the customers and promotes a positive image of the company. In-House Courses Every single team member or employee that has a role which involves engaging with a customer, client and/or a key partner/supplier has a responsibility for projecting a positive image of the organisation which they represent. That may sound obvious, but how many hundreds of experiences have you had as a customer where you were treated with indifference and a distinct lack of professionalism by the receptionist, the retail assistant, the tele-agent, the delivery person, the credit controller or the departmental manager of the operation that you were dealing with? Far too many to count? This is because professional customer care is regarded as a token issue in most induction sessions for employees - and it is very rarely considered as a key priority to ensure customer commitment is secure and supplier/partnerships are robust. Yet the hugely expensive churn in customer/client commitments and staff is enormously expensive and immensely disruptive to any organisation. The Importance of Customers and Clients Every client/customer engaging person needs to recognise that it is ultimately the client or customer that pays their wages. If they gain a basic understanding of the clients' motivations and behaviours, coupled with some core skills in how to care for them, they will attain the status of 'professional'. This will very quickly translate into increased revenues, retained loyalty, high commitment and far greater security for all parties. The foundation has to be based on the authentic commitment to both the customer and also to the organisation they work for. Disenfranchisement readily curdles into sloppy behaviours cloaked in unprofessional attitudes and demeanours; plenty there to repel the most loyal of customers. If your company or organisation relies on repeat business and retaining the confidence and commitment of your clients, then all of your team members - perhaps including managers who set the example and have the biggest influence on the where the needle points to in relation to professionalism - need to be trained on the core basics of professional customer care. Customer Care Programmes from Dickson Training Ltd We are delighted to boast about the many successes we have had in providing effective and long lasting improvements for many clients, where awards have been won and, more importantly, talent has been retained because their clients and customers keep on coming back. Professional customer care extends to suppliers and partners that you value and need to get the best service and rates from, as well as any 'internal clients' such as other departments where you need to rely on their support and collaboration in order to achieve your goals. It is amazing what effective professional customer care training can do for any organisation. Without it your organisation may be vulnerable, with it you are much more likely to see increased performances and much greater security and growth. Scheduled Courses Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.