courses in Ireland

Managing Irate Customers - angry clients training course and courses

Course Type: Job Training
Institute Name: Griffin College
Fee: On request
Duration: 1 day
Time: 9:30 a.m. to 5:00 p.m.
Course Locations: Cork City, South Dublin City, Galway City, Kilkenny, Limerick, Belfast City, Londonderry

Course Details

All organisations will at one point have to deal with irate customers. This is one of the most difficult activates undertaken by any staff member. All customers, even difficult, aggressive or irate customers need to be valued if an organisation is to thrive. Staff who deal with irate customers need to understand their customer's needs and expectations. At the same time staff need to be aware of the organisation's limitations and need to communicate these effectively in order to reach an amicable solution.

The focus of this course is to help staff deal with irate customers in a polite, friendly and positive manner in order to reach a solution that best suits both the organisation and the customer.

Objectives

- To understand the role of the customer service representative when dealing with irate customers
- To understand the needs and expectations of irate customers
- To promote positive communication
- To develop active listening skills

Content:

- The Role of Customer Service and Care
- Basic Profiles of Irate Customers
- The Needs and Expectations of Customers
- The Keys to Effective Communication
- Overcoming Barriers to Effective Communication
- Communicating Limitations To Irate Customers
- Strategies to Deal with Irate Customers
- Assertiveness Skills
- When and How to Hand Over

Certification:

Participants receive the Griffin College Certificate in Managing Irate Customers.

 

Enquiry Form

* Required Fields

Click here to view other Corporate Training courses

Course Quick-Search

Upcoming Booking Deadlines

02-May-2017 Microblading Training County Dublin Beauty Board College
02-May-2017 Sports Taping and Strapping Limerick Institute of Massage and Sports Therapy
04-May-2017 Best practice in risk assessment Carlow BioLogiQ
06-May-2017 ITEC Strength and Conditioning Course North Dublin City, Louth, Westmeath, Athlone Fitcert
06-May-2017 Pregnancy Massage County Dublin Holistic College Dublin
07-May-2017 ITEC Indoor Cycling Instructor(aka Spinning) - Internationally Recognised Carlow, Wicklow, Wexford Sprint Health and Fitness College
12-May-2017 2 Year part-time Research MSc in Integrative Counselling and Psychotherapy Dublin City Centre Turning Point Institute
23-May-2017 Certificate in Counselling and Psychotherapy Cork City, County Dublin, Dublin City Centre,... PCI College
27-May-2017 CCTV over IP - Digital CCTV and Remote Access Dublin City Centre Hi-Tech Training
01-Sep-2017 school age childcare Mayo St. Louis Community School
View More Upcoming Courses
fitness courses Ireland
-
Legal Secretary Courses 26/04/17
legal secretary coursesLegal secretaries are responsible for administration and secretarial work and provide a supporting role towards other professional staff in the law profession. The duties involved in this role can include telephone answering, dealing with clients and members of the public, … Continue reading