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Course Information

Start Positive Conversations with Challenging Customers Training​ Course Outline

Module 1: Working with Difficult Customers

  • Keep your Communication Professional
  • Remain Calm and Collected
  • Speak Softly
  • Practice Active Listening
  • Give them Time to Talk
  • Understand the Customer Point of View
  • Assess their Needs
  • Seek a Solution
  • Ask for Support
  • Maintain a Positive Relationship

Module 2: How to Use Positive Communication in Customer Service

  • Changing Negative Sentences into Positive Ones
    • Review Online Communication
    • Reread Messages Before Send
    • Keep your Emotions in Check and Look at it from the Customers' Perspective
    • Make Sure you Understand Each Other

Module 3: How to Manage Conversations with Challenging Customer?

  • Make it Personal
  • Keep it Simple
  • Respond Quickly
  • Be Entrepreneurial

Module 4: Ways to Handle Angry Customers

  • Recognising the Value of a Complaint
  • Listen
  • Apologise
  • Show Empathy
  • Maintain a Calm Tone of Voice
  • Build and Maintain Trust
  • Don't take it Personally
  • Avoid Negative Language
  • Resolve the Issue
  • Share the Knowledge

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Prerequisites

There are no formal prerequisites for attending this Start Positive Conversations with Challenging Customers training course. 

Audience

This training is suitable for anyone who wants to enhance their skillset in working with challenging customers and effectively handle them in an organisation. 

Start Positive Conversations with Challenging Customers Training Course Overview

A positive customer conversation is a key to the success of your business because a happy customer has the possibility to become a loyal customer who can help increase your revenue. It helps companies to promote loyalty, retain customers, and encourage brand advocacy. Building positive customer relationships is essential for any organisation because it increases sales, controls customer attrition, delivers invaluable marketing, boosts employee morale and turns customers. Holding the required knowledge and expertise will help individuals to climb up the ladder of success in terms of value and career opportunities.

In this 1-day Start Positive Conversations with Challenging Customers training course, delegates will gain practical knowledge of various ways to handle difficult situations with real-world customer scenarios. During this training, delegates will learn various concepts such as working with difficult customers, speaking softly, maintaining a positive relationship, using positive communication in customer service, building and maintaining trust, managing challenging customer conversations, and many more. Our experienced instructor with years of experience in providing interactive training courses will teach this course.

They will also cover various concepts such as:

  • Use of positive communication in customer service
  • Working with difficult customers
  • Reviewing online communication
  • Practising active listening
  • Maintaining a positive relationship

At the end of this training, delegates will be able to create positive conversations with challenging customers effectively. They will also be able to handle difficult situations with real-world customer scenarios effectively. This training will supercharge their knowledge and expertise in managing challenging customer conversations.

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  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.

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Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.

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State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

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Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience

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Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.

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Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.

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Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Frequently asked questions

FAQ's

Positive customer relations help individuals to build a long-term relationship between a customer and a company. It helps to develop a stable environment of trust that results in the continued growth of both the customer and the organisation.
There are no formal prerequisites for attending this Start Positive Conversations with Challenging Customers training course.
This training is suitable for anyone who wants to enhance their skillset in working with challenging customers and effectively handle them in an organisation.
There are various ways to start a conversation with a potential customer, including asking a question, saying something about the weather, praising something, offering something, and asking about the plans.
Positive customer relationship provides companies more insight into their customer's problems because it creates an open communication channel for relaying customer feedback.
Building positive customer relationship is essential for any organisation because it increases sales, reduces customer attrition, delivers invaluable marketing, boosts employee morale and turns customers.
During this training, you will learn various concepts such as working with difficult customers, speaking softly, maintaining a positive relationship, using positive communication in customer service, build trust, manage challenging customer conversations, etc.
The Knowledge Academy is the Leading global training provider in the world for Start Positive Conversations with Challenging Customers Training.
Please see our Sales Training courses available in Philippines

Why choose us

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Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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