Course information

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 Principles of Managing Conversations
  • Activity

Module 5: Ways to Handle Angry Customers

  • Recognizing the Value of a Complaint
  • Listen
  • Apologize
  • 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 Course in Richmond 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 Course.

Start Positive Conversations with Challenging Customers Training Course Overview

The Start Positive Conversations with Challenging Customers Course in Richmond 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, emphasizing the relevance of turning challenging interactions into opportunities for constructive engagement.

In the realm of Sales Training in Richmond, 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 in Richmond 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.

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 in Richmond 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

Why choose us

Our Richmond venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Richmond is situated within Virginia, United States, as well as it being the capital of the Commonwealth of Virginia, it is also the fourth most populated city within the state as it is home to an estimated 217,853 people in 2014 and is the third most populated metro within the state with an estimated population of 1,260,029 people. Schools within Richmond include 36 private schools some of which are St. Bridget School, Southside Baptist Christian School, Brook Road Academy, St. Catherine's School and St. Christopher's School as well as 28 elementary, 9 middle and 8 high schools which are run by the city of Richmond and enrol around 24,000 students. There is also one of the public charter schools the Patrick Henry School of Science and Arts within Richmond. Richmond is also home to one Governors school that was ranked 16th within America’s best high schools overall in 2012 which is the Maggie L. Walker Governor's School for Government and International Studies. Universities and colleges within Richmond are either public or private, some of the public institutes include Virginia Commonwealth University and J. Sargeant Reynolds Community College, and the private institutes include Virginia Union University, ECPI College of Technology, University of Richmond, Union Theological Seminary & Presbyterian School of Christian Education and the Virginia College.

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Address

Sun Trust Center Downtown
919 E. Main Street, Suite 1000
Richmond
Virginia
23219

T: +1 7204454674

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 | Sales Training in Richmond. 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 | Sales Training in Richmond, 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.

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite 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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Team building opportunity

Our 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 | Sales Training in Richmond FAQs

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The training fees for certification in Richmond starts from $1295
The Knowledge Academy is the Leading global training provider for .
Please see our courses available in Richmond
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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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