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 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 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 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 on 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 Sales Training by the Knowledge Academy equips delegates with practical tools and techniques to start positive conversations with challenging customers. Delegates 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 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 Vancouver 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.

­­­­Vancouver, a popular and beautiful city in the Canadian province of British Columbia, has an average population of roughly 603,500 spread across 44.39 square miles of land.  At The Knowledge Academy, we offer 50,000 classroom based training courses throughout the different areas of Vancouver, in order to enhance people’s learning in an array of subject areas.  Education in Canada is generally funded by federal, provincial, and local governments; the system is divided into primary, secondary and post-secondary education and is operated under provincial jurisdiction.  On the whole, there are 190 days in a school year, starting in September and ending towards the last Friday of June.  Some popular and highly regarded universities in Canada include: the University of Toronto (notable alumni including: William Lyon Mackenzie King, Vincent Massey, Donald Sutherland and Lesra Martin), the University of British Columbia (notable alumni including: Eddie Peng, Justin Trudeau and Nardwuar the Human Serviette), and the University of Alberta (notable alumni including: Dayo Wong, George Stanley and Beverley McLachlin).  In Vancouver, it is compulsory for residents under the age of 16 to complete compulsory schooling – from low level elementary (kindergarten + grades 1-7), to high level secondary (grades 8-12); Vancouver’s secondary schools are also commonly subdivided into two groups - starting with junior secondary and then followed by senior secondary level.  In most cases, expatriates of Vancouver will send their children to public schools.  The public schools in Vancouver are generally well-respected – scoring highly in student assessments at an international level, as well as nationally, and students normally have a reputation for positive academic success and achievements. Other residents of Vancouver opt for their children to attend private schools instead; although private schools are few-and-far-between in the area as opposed to other areas of Canada, there is still nonetheless a large private school community, most of which is largely either a religious or international institution.  

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Address

World Trade Centre
999 Canada Place
Suite 404
Vancouver
British Columbia
V6C 3E2

 

T: +1 6474932992

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 Vancouver. 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 Vancouver, 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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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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What our customers are saying

Start Positive Conversations With Challenging Customers Training | Sales Training in Vancouver FAQs

Creating Positive Conversations with Customers involves fostering meaningful and constructive interactions with customers, focusing on understanding their needs, addressing concerns, and ensuring satisfaction. It aims to build strong relationships, enhance customer loyalty, and contribute to the overall success of the business.
Positive Customer Relations refer to the interactions between a business and its customers that foster trust, satisfaction, and loyalty. This involves attentive customer service, clear communication, timely resolution of issues, and consistently meeting or exceeding customer expectations.
There are no formal prerequisites to attend the Positive Conversations with Challenging Customers Training. However, having a basic understanding of customer service principles and experience in customer-facing roles can be beneficial for delegates.
This training is ideal for customer service representatives, sales professionals, and anyone in a role that requires regular interaction with customers. It’s especially beneficial for those looking to improve their communication skills and handle challenging customer interactions effectively.
Essential ways to start a conversation with a potential customer includes asking open-ended questions, showing genuine interest in their needs, using a friendly and approachable tone, providing value from the outset, and actively listening to understand their pain points.
A positive customer relationship is crucial as it fosters customer loyalty, encourages repeat business, and leads to positive word-of-mouth referrals. It also enhances the customer’s overall experience, contributing to the long-term success of the business.
In this training, you will learn techniques for managing difficult customer interactions, strategies for staying calm under pressure, effective communication skills, and methods to turn challenging conversations into positive outcomes that satisfy both the customer and the business.
Benefits include improved customer interaction skills, increased confidence in handling difficult situations, enhanced customer satisfaction, and the ability to build stronger, more positive relationships with customers. It also helps in reducing stress and improving job performance.
The certification aims to validate your ability to effectively manage and resolve challenging customer interactions, demonstrating that you possess the necessary skills to maintain positive and productive customer relationships under any circumstances.
The course includes communication strategies, conflict resolution techniques, role-playing scenarios, best practices for customer engagement, and tips for maintaining a positive attitude during challenging interactions.
Yes, 24/7 support is offered to ensure that delegates can access assistance whenever they need it, helping them to resolve any issues or questions they may encounter during the course.
Holding this certification signifies that you are equipped with the skills necessary to handle difficult customer interactions effectively, which is highly valued in customer service and sales roles. It enhances your professional credibility and can lead to career advancement.
Yes, a self-paced version of the course is available, allowing delegates to learn at their own convenience and pace, which is ideal for those with busy schedules.
The difficulty level is considered to be moderate. It is accessible to individuals with basic customer service experience but also offers valuable insights and skills that can challenge more experienced professionals.
This course prepares you for roles such as customer service representative, sales associate, account manager, and any position that requires regular customer interaction, particularly where managing challenging situations is common.
Yes, corporate training options are available, tailored to meet the specific needs of organisations looking to enhance their customer service teams' ability to handle difficult conversations effectively.
This certification is particularly beneficial for customer service professionals, sales staff, team leaders, and managers who are responsible for overseeing customer interactions and ensuring high levels of customer satisfaction.
If you encounter access issues, please contact our customer support team directly. They will be able to assist you with any technical difficulties or access problems.
After completing the course, you can apply the skills learned to your current role, pursue advanced training, or seek new career opportunities that require strong customer service and conflict resolution abilities.
No, you do not need a Sales Certification before attending this course. It is designed to be accessible to individuals at various levels of experience in customer service and sales.
No, it is not necessary to have completed other sales courses before taking this training. The course is designed to provide the essential skills needed to manage challenging customer interactions, regardless of your previous experience.
The training fees for Start Positive Conversations with Challenging Customers Trainingin Vancouver starts from CAD1695
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 Vancouver
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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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