Start Positive Conversations with Challenging Customers Training Overview

Start Positive Conversations with Challenging Customers Training​ Course Outline

Module 1: Introduction

  • Introduction to Difficult Customers
  • Types of Difficult Customers
  • Importance of Dealing with Difficult Customers

Module 2: 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
  • Activity

Module 3: How to Use Positive Communication in Customer Service?

  • Changing Negative Sentences into Positive Ones
  • Activity

Module 4: How to Manage Conversations with Challenging Customer?

  • Fundamental Priniciples of Managing Conversations
  • Activity

Module 5: 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
  • Activity

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Who should attend this Start Positive Conversations with Challenging Customers Training Course?

The Start Positive Conversations with Challenging Customers Training Course is designed for individuals in customer-facing roles who want to enhance their skills in dealing with difficult or challenging customers. This Sales Course can benefit a wide range of professionals, including: 

  • Customer Service Representatives 
  • Sales Professionals 
  • Retail Associates 
  • Call Centre Agents 
  • Hospitality Staff 
  • Complaints Handlers 
  • Client Relations Managers 
  • Account Managers 

Prerequisites of the Start Positive Conversations with Challenging Customers Training Course 

There are no formal prerequisites for attending this Start Positive Conversations with Challenging Customers Training Course.

Start Positive Conversations with Challenging Customers Training Course Overview

The Start Positive Conversations with Challenging Customers Training explores the art of initiating positive dialogues with difficult customers. In the business realm, mastering this skill is essential for fostering positive relationships and overcoming challenges. This course delves into effective communication strategies, emphasising the relevance of turning challenging interactions into opportunities for constructive engagement.

In the realm of Sales Training, understanding how to navigate challenging customer conversations is paramount. Sales professionals encountering resistance or difficult situations can greatly benefit from acquiring the skills taught in this course. This training is particularly valuable for customer service representatives, sales executives, and anyone aiming to enhance their ability to handle challenging customer interactions with finesse.

The 1-day training by the Knowledge Academy equips delegates with practical tools and techniques to start positive conversations with challenging customers. Participants will gain insights into defusing tension, active listening, and turning potential conflicts into collaborative solutions. This course is designed to empower professionals with the skills needed to confidently navigate challenging customer interactions, ultimately enhancing customer satisfaction

Course Objectives:

  • To understand the importance of starting positive conversations with challenging customers
  • To learn how to identify challenging customers
  • To develop strategies for starting positive conversations with challenging customers
  • To practice starting positive conversations with challenging customers through role-playing and other exercises
  • To build rapport and trust with your clientele

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

 

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What’s included in this Start Positive Conversations with Challenging Customers Training Course? 

  • World-Class Training Sessions from Experienced Instructors    
  • Start Positive Conversations with Challenging Customers Certificate 
  • Digital Delegate Pack

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Why choose us

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Start Positive Conversations with Challenging Customers Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's Start Positive Conversations with Challenging Customers Training, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's Start Positive Conversations with Challenging Customers Training. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Start Positive Conversations with Challenging Customers Training sessions.

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Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training 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

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

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Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Start Positive Conversations with Challenging Customers Training at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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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

Our Start Positive Conversations with Challenging Customers Training offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

Start Positive Conversations with Challenging Customers Training FAQs

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 price for Start Positive Conversations with Challenging Customers Training certification in Philippines starts from $1295
The Knowledge Academy is the Leading global training provider for Start Positive Conversations with Challenging Customers Training.
Please see our Sales Training courses available in Philippines
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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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