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Service Desk Association

Managing Difficult Customer Situations Course (MDCS)

 

Training Course Duration: 1 day
Availability:

Onsite Training

Prerequisites: None

Brouchure

DownLoad Brochure
Enquiry For:  Onsite course  

Overview

Dealing with difficult customer situations can be extremely challenging. This course will give you 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 available as an on-site training option only. 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.

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.

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Outline

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    Communication Process

  •     The Communication Process
  •     Learning Styles
  •     Vocal Elements
  •     Active Listening and Questioning
  •     Customer Competency Levels

Unit 4    People Being People

  •     Your Customer’s Psychological Need
  •     Emotional Intelligence
  •     Breaking the Rules
  •     How to say 'No'
  •     Stress Management

Unit 5    Handling Difficult Customer Situations

  •     Examples
  •     Practical Learning Activities

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Who Should Attend:

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.

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Further Details:

Complete our On-site Training Quote Enquiry Form for further information, or please contact HDAA on T: 1300 130 447.

 

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- View our Exam Information.