Dealing with Difficult Customers
September 20th @ 9:00 am - 1:00 pm |
Date and Time
Half-day seminar: Friday 20 September
About this seminar
Front-line workers often face great challenges when dealing with customers or internal clients that can be difficult or hard to communicate with. They must do this through a very high standard of service. In the public sector, these workers are the face of State, and so this high standard is ever more essential. The well-being of those that work in the public sector is also important. In knowing how to manage stress and how to remain calm and positive, attendees can not only help keep the customer happy, but also ensure they are not negatively affected by their work.
Effective and efficient communication is key. This workshop builds skills and confidence in dealing with tough situations involving customers. Attendees are given a step-by-step guide to handling them. By exploring behaviours, by challenging your viewpoint and by learning to but calm but assertive, attendees can build their ability to help customers while maintaining organisational goals and up-keeping the reputation of the State’s departments.
Continuous Professional Development
Attendees will qualify for 3 CPD points
Patricia Pleass is a professional Training Consultant with over fifteen years industry experience. She worked in the frontline for many years in the Customer Service industry and then went on to develop and deliver training courses for frontline staff. During her career Patricia has delivered training initiatives to both public and private sector organisations including Aer Lingus, AIB, Dell and Bank of Ireland. Patricia has delivered training programmes in areas as diverse as Customer Service, Supervisory Management, Managing People, Proactive calling, Train the Trainer & Interpersonal skills.
All of our open programmes can also be run on an in-house basis. For more information, see our page on In-House Training.