Dealing with difficult customers

Superior learning goals and target group

Communicating with difficult customers means you should not take the customer’s behaviour personally. You should be respect his/ her manner and take his/ her concerns seriously. This microtraining shows the possibilities how to handle difficult customers.

Core contents

Separation of person and behaviour

• The customer is not difficult as a person but I must adapt my communication to his/ her inconvenient behaviour; which kind of situations were difficult to handle for the participants?

Listen to the customer and respect him/ her

• It is important for customers to be heard and listened; techniques to show the customer that I understand and value him/her and his/her concerns

Finding a common solution with the customer

• The solution to the can only take place with the customer; possibilities to involve the customer continuously in solution processes

Avaliable as a in-house training course. Please contact us for more information