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Could you benefit from the ability to calmly resolve the complaints or issues raised by prickly individuals?

  • Duration: 90 minutes
  • Category: Communication skills
  • Platform: Adobe Connect

  • Identify different types of customers and approaches to deal with them
  • Apply active listening techniques to understand customer needs and deescalate conflict
  • Utilise the VALUE technique in dealings with customers to resolve problems

  • Understanding customer expectations
  • Dealing with the four types of customers
  • Manage customer issues using the C.A.S.E. process
  • Following an encounter

No pre/post work required.

We recommend that you test your computer prior to attending each session by clicking here
The connection test checks your computer to make sure all system requirements are met. If you pass the first three steps, then you are ready to participate.

As this is a interactive session we recommend using a headset with microphone or choosing a quiet space to work from. The chat functionality will be mainly used during the session.

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