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Managing difficult customers

First Class - Managing Difficult Customers

Your programme is designed to encourage participation, the sharing of ideas and the exploration of behaviour. Delegates will have the opportunity to try out techniques for diffusing difficult situations, to formulate their own strategies for dealing with customers and to discuss what is unacceptable in terms of customer behaviour. All the group work from the day will be captured in photographs and sent to you afterwards as a permanent reminder of the day.

Proposed format for the day
The draft below explains the desired outcomes for the day, as well as the approximate timings. The invitation sent to those attending the day will not include these additional notes or timings.

Objectives
The day will allow delegates to:
• explore the causes of difficult behaviour
• practise diffusing difficult situations
• decide how to deal with such situations
• build strategies for coping with verbal insults
• discuss the difference between difficult and unacceptable behaviour

Programme

9.00am

Refreshments available

Welcome, introductions and setting the scene for the day

Reasons that Customers become Difficult

11.00am

Coffee/tea

11.15am

Behaviour Cycle

Perceptual Positions

Other Ways of Diffusing the Situation

Personal Reflection

12.30pm

Lunch

1.30pm

Matching, Mirroring & Leading

Deciding on Actions

Resourceful States at Will

3.15pm

Tea/coffee break

3.30pm

Perceptions, Realities and Beliefs

 

Time for personal reflection, review and evaluation

4.30pm

Close

A programme similar to this has been run by Fiona Robson at NFU Mutual on various occasions, either as a stand alone programme or as part of a general workshop on Customer Service. Also last year for Needham and James solicitors

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