You’ll learn how to:

• Demonstrate a range of communication techniques that will deal with difficult situations
• Identify styles of behaviour and determine your own personal style
• Communicate assertively
• Be more aware of the ways difficult people create and use conflict
• Effectively handle conflict and find positive solutions to customer complaints.

We'll cover:

• What customers expect from you, and building customer relationships
• Meeting the needs of internal customers, and roadblocks that create conflict with internal customers
• Communicating effectively and building rapport with customers
• The nature of conflict and the effective way of managing it
• Your personal behaviour style
• Recognising  and dealing with customer behaviour