Dealing with Difficult Customers

Overview

This course explores how engaging customers properly can benefit both the employee and the customer.

Effective customer service can change a Local Government’s reputation for the better and through this workshop, participants will gain a new perspective on how to react to negative customers to leave the customer satisfied and happy.

Although many customers can be difficult, with the right training, skills and knowledge, any difficult customer can be handled properly and effectively. Other topics will include psychological hazards, an update of the new WHS laws and how to deal with aggression and verbal abuse.

Target Audience

This course is ideal for all staff working at the frontline of customer service.

Learning Outcomes

Manage internal and external stress;
Develop the ability to listen actively and empathise;
Build rapport with customers in person and over the phone;
Understand the diverse challenges posed by customers;
Develop strategies to adapt to challenging circumstances; and;
Cultivate a positive attitude.

Duration

9:00am - 4:30pm

Fees

$580.00 (plus GST)

Course Transfer and Cancellation Policy
All transfer or cancellation requests must be made by emailing training@walga.asn.au

Training at WALGA - If you wish to change or cancel your confirmed course the following applies:

More than 10 business days prior to course commencement - no charge for either a cancellation or change request.
Cancellation request between 10-6 business days - 50% refund on pre-payment.
Less than 5 business days, no refund for cancellation and no transfer to another date allowed.
Non-Attendance - there is no refund or transfer for non-attendance.

Please refer to the WALGA Terms and Conditions of Enrolment for further conditions including COVID-19, In House training and course cancellations.

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