.: Stafford & Chan: Corporate Training, Consulting & Coaching:.

	Enhancing Client/Customer Experience
	Managing difficult Customers
	Service Across Cultures
	Saying It Right
	Telephone Techniques
	Writing for Customer Service


	Objective
	To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity” - Douglas Adams To equip participants with skills to manage difficult situations and achieve desired results

	Programme Contents
		Sweet & Sour Communication Experiences
		Develo Rapport
		Understand Yourself
		Upset Customer or Difficult Customer
		Understand Complaints & Conflict
		Handling Conflict & Difficult Situations
		Healing Conversations
		Active Listening Skills
		Dealing with Emotion


	Format
	A 2 day workshop

	Benefits:
		To identify and overcome barriers to communication which can lead to difficult situations with the customer
		To apply specific interpersonal skills required for effective communication in the workplace and for managing difficult customers
		To practise "lights up" communication skills to build relationships positively