Target Audience

Customer Service Managers and Customer Service Officers.
Programme Standards

- Maximum 6 attendees
- 30 days of one to one support
- Handouts
- Programme director/s with at least a Masters Degree in the subject
- Convenient morning timings or in-house at any time for a minimum of two bookings
- Can be configured to address a number of professions and industry sectors

Price

EUR248 ex VAT per participant.
Handling Difficult Clients Workshop
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By addressing these key topics, participants can develop the skills, strategies, and mindset needed to effectively navigate challenging client interactions, build stronger client relationships, and enhance overall client satisfaction and retention.
Topics Covered
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​1.  Effective Communication Strategies: 
   - Techniques for active listening and empathetic communication to understand the client's perspective and build rapport.
   - Assertive communication skills for setting boundaries, managing expectations, and addressing concerns diplomatically.
   - Conflict resolution strategies to de-escalate tense situations, manage emotions, and find mutually beneficial solutions.
   - Role-playing exercises and case studies to practice communication skills in challenging client interactions.

2.  Understanding Client Behaviour and Motivations: 
   - Psychological principles behind difficult client behavior, such as resistance, aggression, or passive-aggressiveness.
   - Identifying common triggers and underlying motivations driving challenging client interactions, such as fear, frustration, or unrealistic expectations.
   - Techniques for building empathy and adapting communication styles to match the client's personality and communication preferences.
   - Using tools like personality assessments or customer feedback surveys to gain insights into client preferences and tailor interactions accordingly.

3.  Setting and Managing Expectations: 
   - Importance of setting clear expectations from the outset of the client relationship, including project scope, timelines, deliverables, and communication channels.
   - Strategies for managing unrealistic client expectations and negotiating achievable outcomes without compromising quality or integrity.
   - Establishing transparent communication channels for regular updates, progress reports, and addressing any deviations from the agreed-upon terms.
   - Contractual considerations and legal protections for managing expectations and resolving disputes in case of disagreements.

4.  Self-Care and Boundary Setting:
   - Recognizing the importance of self-care and managing personal boundaries when dealing with difficult clients to prevent burnout and maintain professional well-being.
   - Techniques for managing stress, maintaining perspective, and practicing self-regulation in challenging client interactions.
   - Setting healthy boundaries to protect personal time, energy, and emotional well-being while still providing exceptional service to clients.
   - Strategies for seeking support and managing difficult client situations collaboratively within the team or with supervisory guidance.