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Handling Difficult Customers
Academy for Health & Fitness

Year-End Sales! CPD Accredited | Free ID Card & Assessment Included | Audio Visual Training

Summary

Price
£19 inc VAT
Study method
Online
Duration
1 hour · Self-paced
Access to content
365 days
Qualification
No formal qualification
CPD
10 CPD hours / points
CPD What's this?
Assessment details
  • Assessment (included in price)
Additional info
  • Tutor is available to students
2 students purchased this course

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Overview

With any customer-facing role, there are times when you will find yourself in a difficult situation with a customer that requires a certain set of communication and essential skills to resolve any issues successfully. The Handling Difficult Customers training course teaches learners how to handle difficult conversations as a manager or wider member of the customer service team, guiding you on how to use your body language effectively, master crucial active listening techniques, and stay calm under pressure.

Key Topics to Be Covered

  • How to open and close a difficult conversation with a customer
  • Strategies for handling difficult customers and conversations
  • The art of active listening and responding
  • How to ask open and supportive questions
  • The tone of voice and body language techniques

Learning Outcomes

  • Learn how to start and close a difficult conversation successfully and with confidence
  • Understand how to use your body language to communicate with customers effectively
  • Enhance your communication skills to ask open and productive questions
  • Learn the art of active listening to be able to engage with the customer fully
  • Demonstrate knowledge of the rules regarding customer service etiquette
  • Build rapport through empathy and learn how to stay calm under pressure

Assessment details

Assessment

Included in course price

CPD

10 CPD hours / points
Accredited by CPD Quality Standards

Course media

Description

Skills You Will Gain

  • Customer service
  • Problem-solving
  • Communication
  • Stress Management

Why should you choose the Handling Difficult Customer course with Academy for Health & Fitness?

  • Opportunity to earn a certificate accredited by CPD after completing this Handling Difficult Customer course
  • Student ID card with amazing discounts — completely for FREE! (£10 postal charges will be applicable for international delivery)
  • Globally accepted standard structured lesson planning
  • Innovative and engaging contents and activities
  • Assessments that measure higher-level thinking and skills
  • Complete the Handling Difficult Customer program in your own time, at your own pace
  • Each of our students gets full 24/7 tutor support

Course Curriculum:

Introduction

Topics to be Covered:

  • Introduction – Welcome from Alan Stevens

Difficult Conversations

Topics to be Covered:

  • Why Are Some Conversations Difficult?
  • Preparation
  • Set-Up and Room Layout
  • How to Start the Conversation
  • Active Listening and Responding
  • Ask Open and Supportive Questions
  • Focus on Facts, Not Personalities
  • Use of Tone and Body Language
  • Exploring Alternative Solutions
  • Handling Challenge
  • How to Close a Difficult Conversation

Conclusions

Topics to be Covered:

  • Summary – What We’ve Covered
  • Thank You and Next Steps

Assessment Process

Once you have finished the learning stages in the course, your abilities will be assessed by an automated multiple-choice question session, after which you will receive the results immediately.

Showcase Your Accomplishment of New Skills: Get a Certification of Completion

The learners have to successfully complete the assessment of this Handling Difficult Customer course to achieve the CPD accredited certificate. Digital certificates can be ordered for only £10. The learner can purchase printed hard copies inside the UK for £29, and international students can purchase printed hard copies for £39.

Who is this course for?

Is This Handling Difficult Customers Course Right for You?

This course is ideal for those who work in customer-facing roles who wish to develop the fundamental skills to deal with difficult customers efficiently and confidently. There are no specific entry requirements for this course, which can be studied on a part-time or full-time basis.

Career path

On successful completion, you will have the essential skills and knowledge to provide excellent customer service to all types of customers, take control of difficult situations and resolve problems with professionalism, competency and confidence. You will also have a range of communication skills for dealing with challenging customer-facing scenarios.

Questions and answers

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Legal information

This course is advertised on Reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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