This programme identifies the more common types of difficult customers and the most common difficulties customers experience with organizations, face-to-face and on the phone.

Objective of Programme:

To enable participants to recognize techniques for dealing with interpersonal difficulties at home and at work and to maintain their balance when doing so.

Duration: One day

Target Group: Customer relations employees.

Expected outcome:

Participants will be able to:

• Know how to deal with conflict
• Know how to deal with criticism and complaints
• Understand the importance of maintaining good and cordial relations with customers
• Understand how to deal with difficult customers