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Handling Challenging Customers

Understand challenging customer behaviour, maximising your chances of securing a successful and conflict-free outcome
Recognise a problem from what a customer says or does
Learn how to handle difficult and emotional conversations and to tailor your own behaviour accordingly

Overview

Cross Civil Service

Interactions with challenging customers can become emotional and may quickly spiral out of control. There is a skill in knowing how to address such situations, anticipating when a conversation become challenging and knowing how to avoid exacerbating the situation.

This course considers how to spot the types of customers who may become challenging to deal with. It also explores strategies for reducing the chances of further difficult conversations occurring in the future.

Please refer to the course flyer for a full description of the learning. Visit the open course schedule to see upcoming dates for all available learning.