Personal Development Training | Handling Abusive Customers Training in Inverness

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Handling Abusive Customers Training

Inverness

Attain in-depth knowledge about dealing with different customer situations.
Gain an understanding to manage a situation without a supervisor or manager.
Learn about handling rude customers and managing emotion in the team.

Dates & Prices Dates & Prices

Course information

Handling Abusive Customers Training Course Outline

Module 1: Understanding Problem Solving in Customer Service

Generating Alternatives
Evaluating and Selecting Alternatives
Implementing Solutions
Recognising Common Customer Complaints
Techniques for Effective Problem Resolution

Module 2: Identifying Challenging Customers

Customers Who Emit a Bad Vibe
Customers Who Refuse to Sign a Contract
Customers Who Talk about Other Vendors
Recognising Signs of Potential Conflict
Strategies for Initial Engagement

Module 3: Managing Rude and Disruptive Customers

Staying in Control During Confrontations
Best Responses to Rude Customers
Strategies for Handling Rude Customers
Stay Calm and Listen
Apologising Appropriately

Module 4: Policies for Dealing with Angry and Abusive Customers

Distinguishing Between Angry and Abusive Customers
Three-Strike Rule
Handling Repeat Offenders
Routing Calls to Specialised Advisors
Dropping a Customer When Necessary

Module 5: Dealing with Specific Customer Challenges

Handling Customers in a Hurry and Those Who Skip the Queue
Managing Customers with Negative Attitudes and Specific Complaints
Communicating with Non-English-Speaking Customers and Customers Waiting in a Line
Addressing Complaints in Writing, Known Problems, and Requests for Feedback

Module 6: Communication Strategies for Difficult Interactions

Techniques for Effective Email and Live Chat Communications
Importance of Follow-Up Communications
When and How to Escalate Issues?
Training on Tone and Phrasing in Written Communications
Managing High-Stress Conversations

Module 7: Supporting Team Members and Self-Care

Supporting Team Members After a Confrontation
What to Do When Emotions Run High?
Implementing Debriefing Sessions
Encouraging Professional Development in Handling Stress
Strategies for Personal Resilience

Module 8: Advanced Conflict Resolution and Customer Retention

When to Step in and Dealing with the Aftermath?
Learning from Difficult Interactions
Techniques for Turning Negative Experiences into Positive Outcomes
Building Customer Loyalty Through Effective Conflict Resolution
Reviewing and Revising Customer Service Policies

Who should attend this Handling Abusive Customers Training Course?

The Handling Abusive Customers Training Course is a crucial program designed for professionals across various customer-facing roles who need to effectively manage difficult interactions with customers. This training is particularly beneficial for:

Customer Service Representatives
Call Center Agents
Frontline Retail Staff
Hospitality Staff
Support Staff
Client-Facing Professionals
Customer Support Representatives
Retail Store Associates

Prerequisites of the Handling Abusive Customers Training Course

The Handling Abusive Customers Training Course doesn't have formal prerequisites. However, participants should possess a basic understanding of customer service principles and effective communication.

Handling Abusive Customers Training Course Overview

In today's customer-centric business world, the Handling Abusive Customers Training is increasingly becoming a necessity. Among the Personal Development Courses, this course is crucial in equipping professionals across various customer-facing roles with the skills to effectively manage difficult and confrontational interactions. It focuses on maintaining professionalism and ensuring customer satisfaction, even in challenging situations. By learning how to navigate these interactions, employees can uphold the company's reputation and build stronger customer relationships.

For professionals in high-pressure, service-oriented industries, mastering the art of handling abusive customers is indispensable. This training goes beyond just improving customer relations; it also significantly contributes to creating a more positive and less stressful work environment. Employees who are adept at managing difficult interactions report higher job satisfaction and are better equipped to maintain a calm and professional demeanour.

The Knowledge Academy's one-day training programme is designed to offer practical, real-world skills in managing abusive customer interactions. Through a blend of theoretical understanding and hands-on scenarios, delegates are taught to navigate and defuse confrontational situations effectively. The course emphasises the development of key skills such as empathy, communication, and emotional resilience. Participants will gain valuable insights and techniques, enabling them to handle even the most challenging customer interactions with confidence and professionalism, thereby enhancing their role in customer service and support.

Course Objectives:

To equip delegates with strategies to de-escalate tense situations
To enhance communication skills for handling challenging interactions
To develop empathy and understanding in dealing with diverse customer behaviours
To strengthen emotional resilience in face of customer hostility
To foster a positive approach to resolving customer grievances
To ensure adherence to company policies while maintaining customer satisfaction

Delegates completing this course will be proficient in managing difficult customer interactions with professionalism and tact. They will acquire vital skills for maintaining positive customer relationships and a harmonious work environment.

What’s Included in this Handling Abusive Customers Training Course?

World-Class Training Sessions from Experienced Instructors
Handling Abusive Customers Certificate
Digital Delegate Pack

Why choose us

Our Inverness 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.

Inverness is a city located in the Scottish Highlands. It has a population of around 62,000 people and is seen as one of the fastest growing cities in Europe. Inverness is seen as having the highest quality of life of all Scottish cities. There are around 12 primary schools in Inverness including the specialised Inverness Gaelic Primary School. It has five secondary schools including Millburn Academy and Inverness Royal Academy. Inverness College proves higher education for school leavers. University of the Highlands and Islands is located in Inverness and consists of around fifteen colleges and research institutions. It provides a high number of undergraduate, graduate and search programs for around 8000 students a year. It has around 70 learning centres across Scotland. The rate of unemployment in Inverness is at 2.3%. This is lower than the national average of Britain which is 7.6%.

Nearby Locations Include:

Charleston
Milton
Culloden
Foyer
Balloch
Black Park
Drumnadrochit
Fort George
Westhill
Hillhead
Moy
Tomatin
Farr
Croy
Invermoriston
Lochend
Delmore
Ardersier
Culloden Moor
Torness

Address

Inverness

T: 01344203999

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Personal Development Training | Handling Abusive Customers Training in Inverness. 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.

Learn more in our FAQs

Unlock your potential with The Knowledge Academy's Personal Development Training | Handling Abusive Customers Training in Inverness, 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.

Learn more in our FAQs

Experience the most sought-after learning style with The Knowledge Academy's Personal Development Training | Handling Abusive Customers Training in Inverness. 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 Personal Development Training | Handling Abusive Customers Training in Inverness sessions.

Highly experienced trainers

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

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

Small class sizes

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

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

Learn more in our FAQs

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.

Tailored learning experience

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

Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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

Monitor employees progress

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

Learn more in our FAQs

What our customers are saying

Larry was very knowledgeable with the topic and helpful as our trainer.

Monica McAllister

Personal Development Training | Handling Abusive Customers Training in Inverness FAQs

What is customer service?

Customer service is the assistance you provide to your customers before, during, and after they purchase and use your products or services to make their experience with you as simple and enjoyable as possible.

What are the pre-requisites?

In this Handling Abusive Customer Training course, there are no formal prerequisites.

Who should attend this course?

This Handling Abusive Customer Training course is suitable for anyone who wants to gain in-depth knowledge and lucrative skills of handling angry or abusive customers in any company or situation.

What are the ways to provide excellent customer service to your clients?

Working together as a team, listening and sharing, friendly, empathetic support, being honest, improving empathy, deep product knowledge, timeliness, and identifying ways to improve processes are just a few customer service principles that can help you transform your support operations and consistently deliver the best customer service experience.

How to handle a verbally abusive customer?

If you ever find yourself in a situation like this, keep your cool and try to find a solution. You can use a few ways to get out of it, such as maintaining a polite and professional manner, explaining, empathising, honesty, referring to policies, escalating, issuing a warning, silent treatment, stating your position, and terminating the conversation.

What is the duration of this course?

This course is [ 1 ] day(s)

What if the customer is not happy with your answer or solution?

Give your client the power to resolve issues if you're not sure what they want from you or if they object to your proposed solution. Inquire about what will make them happy. "If my solution doesn't work for you, I'd love to hear what will make you happy," for example.

What will I learn in this Handling Abusive Customers Training course?

During this training course, you will learn various tips and techniques to interact politely with abusive customers and resolve their issues. You will also learn about different customer situations, handling them, and turning angry or abusive clients into loyal customers.

What is the cost/training fees for Handling Abusive Customers Training in Inverness?

The training fees for Handling Abusive Customers Trainingin Inverness starts from £995

Which is the best training institute/provider of Handling Abusive Customers Training in Inverness?

The Knowledge Academy is the Leading global training provider for Handling Abusive Customers Training.

What are the best Personal Development Courses courses in Inverness?

Please see our Personal Development Courses courses available in Inverness

Why choose us

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.

Many delivery methods

Flexible delivery methods are available depending on your learning style.

High quality resources

Resources are included for a comprehensive learning experience.

"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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