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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
Communication , Self Development , Training & Development
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ITIL® 4 Foundation , HDI® Support Center Analyst (SCA) , HDI® Support Center Manager (SCM) , HDI® Support Center Team Lead (SCTL) , KCS Principles
Dealing with difficult customer situations can be extremely challenging. This course will give you or your staff an insight into the mechanics of difficult behaviours and how you can develop and implement simple yet effective strategies to better manage these situations. Give your staff the skills to turn a bad situation into a positive experience. Increase customer satisfaction and decrease your staff stress levels.
This is a one day course with lots of examples and role playing to assist your staff in feeling comfortable with all sorts of difficult situations.
This course is not a certification course and therefore does not have an exam associated with it.
Course completion certificates will be supplied on request.
Unit 1 Introduction
Difficult Customer (Internal and External) Situations
Code of Conduct
Role of the Service Provider
Unit 2 Preventing Dissatisfaction
Total Contact Ownership
Best Practice Call Management
Unit 3 People Being People
Your Customer’s Psychological Need
Breaking the Rules
How to say 'No'
Unit 4 The Importance of Communication
The Communication Process
Active Listening and Questioning
Customer Competency Levels
Unit 5 Handling Difficult Customer Behaviours
Practical Learning Activities
Unit 6 Stress Management
The Physical Side
The Mental/Emotional Side
Anyone working in or looking to work in a contact centre, service centre, helpdesk or support centre. Perfect for new recruits or as a refresher for experienced staff.
Return to our Training Calendar.
Cancellation & Transfer Policy.
Onsite Training Option
This course is also available as on-site training. On-site training is held at your venue and only requires a room suitably sized for the number of attendees that you have, with a whiteboard, screen and data-projector.
For an On-site training quote, please contact HDAA on T: 1300 130 447.
For HDAA member pricing please view training course fees in the
Public:(Non Member) $1155.00 (inc GST)This course is not currently available online
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