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

Managing Difficult Customers and Handling Complaints

Turn dissatisfied customers into devotees

Who’s this course for?
This workshop is ideal for anyone who has to deal with unhappy customers and client complaints, whether by phone, on social media or face to face.  

What’s included?

  • The process of turning complaints and customer evaluations to your organisation’s advantage
  • Why a complaining customer is the biggest opportunity in business
  • Why customers complain, and grumpy customer behaviour styles
  • How to deal with angry customers; defusing a difficult situation using the CARP method.

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 workshop will teach you how to turn a bad situation into a positive one with some essential strategies and easy-to-follow tips.

As one of the workshops in the Customer Service Master Suite, Managing Difficult Customers and Handling Complaints equips staff with the skills to take advantage of the greatest opportunity in business: a grumpy customer. Turning around a bad experience into a positive one makes a huge impression on customers. Often, they will then turn into your biggest advocates. This workshop teaches how to do it.

After, you’ll be able to… 

  • Better understand customer behaviour, and what makes a grumpy customer even grumpier 
  • Defuse an escalating situation, and diplomatically steer a negative conversation in a positive direction
  • Use feedback–good or bad–to your organisation’s advantage
  • Turn frowns into smiles and dissatisfaction into devotion.

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New Zealand

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