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£ 12.50 per session (when doing this with others, in a small group). £60 for all 6 sessions A series of hourly small group sessions where we look at different aspects of Publisher In each session, we'll be covering a different aspect of Publisher Would you like us to cover anything specific? Contact us! Alternatively, we can do you one-to-one sessions, either via virtual classroom or in person at our training course. These are £30 per hour, or £125 for 5-hour blocks.
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
2-hour CPD certified introductory e-learning course focusing on the lived experience, communication and collaboration of working with families of children who have Special Educational Needs and Disabilities.
Enroll in our Education and Training Level 3 course and unlock your teaching potential! Designed for aspiring teachers and trainers, this comprehensive course provides you with the essential skills, knowledge, and qualifications to thrive in the educational sector. Whether you're looking to kickstart your career in teaching or elevate your educational practice, our expert-led modules, interactive learning environment, and practical experiences will guide you every step of the way. Start your journey towards making a lasting impact in education today!
Unlock the power of proficient English communication with our Functional Skills English Level 2 course. Elevate your speaking, listening, reading, and writing abilities to new heights. Designed to make you a confident and effective communicator, this course is your ultimate guide to mastering English skills at an advanced level.