Managing Customers Effectively 

Ensure your staff understand how their behaviour links to customer experience and satisfaction 


What client questions will it answer?

  • how can i help my staff understand the balance between satisfying the customer and meeting our business goals?

  • How can i make sure my staff feel confident that they can handle difficult conversations with our customers.

Who will benefit from it?

  • All staff.

  • What is the format?​

  • One-Day Workshop.

  • This one day facilitated workshop is aimed at staff in internal or external customer facing roles to improve their ability to effectively manage customer interactions to meet both the customer's needs and their organisation's goals. 

Topics include:

  • Service versus Experience.

  • Understanding Customer Expectations.

  • Conflict Resolution (including Conflict Model).

  • Managing difficult customers and situations.

  • Call handling techniques - creating lasting impressions.

  • Basic Stress Management techniques. 

As a result of this course, attendees will have an enhanced understanding of how to drive and manage customer interactions to successful resolution.