How to Deal With Difficult Clients and Discussions

The important role that customers play Understanding why and how customers are important, difficult or not Why are clients normally difficult Understanding why clients become difficult What do clients want when they speak of service and client care? What does the modern client want and need, how does service and client care help them and us What is considered courteous behaviour/good telephone etiquette and why is it important? The norms of good client care and why we should strive for excellence in this sphere What communication skills are necessary to make for a good client interaction? Using different theories and tools to ensure that even under duress our client interaction is at its maximum level of efficiency What is the KISS principle in customer care and why is it important? How to implement a KISS principle How do you calm a client down (4 techniques) 4 techniques on how to calm a client down How do we overcome language barriers? Practical tips on body language and the South African working landscape US IDUnit Standard TitleNQF LevelCredits114974Apply the basic skills of customer service22 When choosing the SETA accredited option, please note that this workshop will run over a full day