Employers and Manufacturers Association (EMA) Northern - Managing Difficult Customers and Handling Complaints

Managing Difficult Customers and Handling Complaints

Turn your grumpy customers into devotees

Who’s this course for?
Advanced: Analyse, Create and Evaluate

This course is ideal for anyone who has to deal with unhappy customers and client complaints on a regular basis, either telephonically, via social media or face-to-face. 

What you’ll learn:
Not all customers are easy to deal with; in fact some customers can be downright rude. To preserve your customer relationships, you need to know how to deal with difficult customers confidently and manage complaints effectively. This one-day course will teach you how to turn a bad situation into a positive one with some essential strategies and easy-to-follow tips.

After, you’ll be able to…
After this encouraging course, you will have a better understanding of customer behaviour, and what makes a grumpy customer even grumpier. You will be able to diffuse an escalating situation, and diplomatically steer a negative conversation into a positive direction. You will know how to use feedback – good or bad – to your organisation’s advantage.

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