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Challenging Customers Training

Do you struggle to manage upset or challenging customers whether face to face or telephone based

LearningPlanet

Summary

Price
£12 inc VAT
Study method
Online
Duration
4 hours · Self-paced
Access to content
Access until course completion
Qualification
No formal qualification
Additional info
  • Tutor is available to students

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Overview

Being able to effectively manage upset customers and their complaints is a key skill in any organisation. Quite often this trying time with customers can be the make or break of a customer relationship as well as negative word of mouth.

Course media

Description

This complaints handling course will give you all the skills required to manage, communicate with and calm upset customers while effectively and professionally handling their complaint. Each video has three areas to stop and discuss and complete answers in the workbook provided.

Topics for this course include:

  • Assertiveness skills
  • Being resilient
  • Calming upset customers
  • Communication skills
  • Defusing angry customers
  • Difficult customer techniques
  • Difficult customer types
  • Handling conflict
  • Managing customer needs
  • Negotiation skills
  • Showing empathy
  • Taking ownership

Each topic includes a workbook that will help you apply the principles in your role and provide an action plan that you can work towards for each area.

Who is this course for?

Anyone who has to deal with or manage upset or challenging customers

Requirements

Internet connection

Career path

Anyone dealing with customers

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Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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Similar subjects: Business, Customer service, Sales
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