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Dealing With Difficult Customers

Help your staff handle difficult customers in a way that will reduce their stress and satisfy the customer too!

 

  

What is 'Dealing With Difficult Customers' about?

This training film demonstrates different techniques for dealing with difficult customers.
Watch as the learning points are illustrated in three different situations:
     
The offices of a council
  Difficult customers at a council
 
A financial organisation
  Difficult customers at a financial organisation
 
A hospital ward
  Difficult customers on a hospital ward
   

You will be able to transform difficult customers into satisfied customers. And your organisation will reap the additional benefits of better staff retention, less absenteeism, higher morale and improved service delivery.
   
Dealing With Difficult Customers  
 

What is covered in 'Dealing With Difficult Customers'?

'Dealing With Difficult Customers' uses realistic drama to cover:

  • What to do when someone starts shouting
  • How to handle sarcasm and intimidatory comment
  • How to deal with an aggressive person
  • Techniques to calm customers
  • How to use body language to placate a customer
  • How to stop conflict escalating
  • Skills for defusing anger
  • 5-step technique to deal with difficult customers

 What is included in the resource?

There are six components included in this resource:

ustomers - DVD or video programme

DVD or Video programme
The core of this learning resource is the 20 minute film that illustrates the learning points using realistic drama. For fast and effective learning, the programme can been used on its own.

 

ustomers - Learning Guide

 

Learning Guide
This booklet provides instructions on how to conduct a group learning session, or an individual learning session. It describes how to use the DVD/Video, and how & when to use each component.

 

Dealing With Difficult Customers - Handout

 

Hand-out
The hand-out contains all key learning points for learners to take away. Extra copies can be printed from the CD-ROM.
Dealing With Difficult Customers/Dealing With Difficult Customers - Aide Memoire Aide Memoire
The aide memoire contains the 5 -step ALERT technique to deal with difficult customers. Extra copies can be printed from the CD-ROM.

Dealing With Difficult Customers - Certificate

 

Certificate of attendance
The certificate can be used to confirm a learner’s attendance at a 'Dealing With Difficult Customers' session.
Extra copies can be printed from the CD-ROM.

Dealing With Difficult Customers - CD-ROM

 

CD-ROM
 The CD-ROM contains the following items:
a. Learning Guide
b. Handout Master
c. Aide-memoire
d. Certificate Master

How much does this resource cost?

The whole 'Dealing With Difficult Customers' learning resource costs £1199 + P&P and VAT.
 
How to buy 'Dealing With Difficult Customers'
Choose your method of payment, and click on the button below:
Buy now using a credit card
Credit Card
 
To pay using a credit card, click here.

 
Buy now using an invoice
Invoice
  
To pay by invoice, click here.
 
     

How to preview the resource
You can preview the whole programme, plus all the accompanying guides, by clicking here and filling in your details. This service is completely free. You will be sent the whole resource to preview for 7 days.