Complaints, conflict and difficult customers


Complaints, Conflict and Difficult Customers Training


Turning complaints and conflict into a positive customer experience


All businesses get complaints – but it is how you deal with them that matters.
Whether dealing with angry complaints or the vast range of other difficult or challenging customers, the aim should always be a positive resolution rather than personal defence or validation. This requires emotional intelligence in terms of self-awareness, self-management, empathy and personal communications. Once you understand both yourself and customers, we will lead you through various communications strategies – the right language, the right questions and the right responses – to sort it all out.
CX Training can help your team better understand customers emotional needs and the dynamics of conflict so they can confidently turn a tense situation into a positive customer experience. Our workshops can be tailored to your specific needs, but topics and discussions include:

  • Understanding emotional customers
  • Meting the needs of emotional customers
  • Understanding your own emotions and behaviour during conflict
  • Personal emotional discipline during conflict
  • Language for conflict resolution
  • Emotional intelligence
  • Knowing when to escalate or back out
  • Bias, assumptions – and how to manage them
  • Questioning skills for conflict
  • NLP techniques for conflict management
  • Different types of difficult customers
  • Assertiveness skills
  • Managing expectations
  • The power of choice
  • Alternative conflict resolution strategies
  • How to say sorry
  • Accepting responsibility
  • Manging expectations for resolution

At CX Training, we believe that resolving difficult situations is the single biggest test of an individuals emotional intelligence. We can help people understand how their behaviours impact different situations, understand customer needs – and then develop the discipline to focus on a solution, not personal validation.

Contact us on [email protected] or 0404 266 174 to discuss your training needs for complaint handling and dealing with difficult customers now.