DAY 1: DEALING WITH DIFFICULT CUSTOMERS AND CONFLICT
RESOLUTION

• Module 1: Understanding Difficult Customers and
  Their Expectations
  
• Module 2: Emotional Intelligence for Handling Difficult
  Situations
  
• Module 3: Conflict Resolution Techniques in Customer Service
  
• Module 4: Assertive Communication Without Escalation
  
• Module 5: Managing Complaints and Turning Them Into
  Opportunities
  

DAY 2: NEGOTIATION AND INFLUENCING FOR POSITIVE
CUSTOMER OUTCOMES

• Module 6: The Art of Negotiation in Customer Service
  
• Module 7: Influencing Difficult Customers to Achieve
  Positive Results
  
• Module 8: Handling Unreasonable, Aggressive, or
  Abusive Customers
  
• Module 9: Problem-Solving and Decision-Making Under
  Pressure
  

Customer Service Professionals frequently encounter difficult customers, conflicts, and challenging situations that require strong problem-solving, negotiation, and influencing skills.

This course equips participants with practical techniques to manage difficult conversations, resolve disputes, and positively influence customer interactions to enhance satisfaction and loyalty

1. Identifying And Managing Difficult Customer Behaviours Professionally.
   
2. Applying Conflict Resolution Techniques To De- Escalate Tense Situations.
   
3. Mastering Negotiation And Persuasion Skills To Achieve Positive Outcomes.
   
4. Using Emotional Intelligence To Build Rapport And Handle Complaints Effectively.
   
5. Communicating Assertively Without Escalating Conflicts.
   
6. Developing Problem-Solving Skills To Address Customer Issues Efficiently.
   
7. Handling Aggressive, Unreasonable, And Demanding Customers With Confidence.
   
8. Turning Customer Complaints Into Opportunities For Loyalty And Retention.
   
9. Applying Influencing Techniques To Guide Customers Toward Positive Resolutions.
   
10. Remaining Calm And Professional In High-Pressure Situations.

• Customer Service Representatives – to handle difficult customers effectively.
  
• Frontline Staff (Retail, Hospitality, Call Centers, Healthcare, etc.) – to enhance service quality.
  
• Sales and Account Managers – to negotiate and manage client relationships.
  
• Supervisors and Team Leaders – to support teams in resolving conflicts.
  
• Anyone Dealing with Challenging Customer Interactions – to improve professionalism and confidence.
  

• Quizzes. For long, complicated training, stop periodically to administer brief quizzes on information presented to that point. Begin sessions with a prequiz and also a follow-up quiz.
• Small Group Discussions. Break the participants down into small groups and give them case studies or work situations to discuss or solve.
• Case Studies. Adults tend to bring a problem- oriented way of thinking to workplace training. Case studies are an excellent way to capitalize on this type of adult learning. By analysing real job-related situations, employees can learn how
  to handle similar situations. They can also see how various elements of a job work together to create problems as well as solutions.
• Active Summaries. Create small groups and
  have them choose a leader. Ask them to summarize the lecture’s major points and have each team leader present the summaries to the class.
• Q & A Sessions. Informal question-and-answer sessions are most effective with small groups and
  for updating skills rather than teaching new skills.
• Question Cards.
• Role-Playing. By assuming roles and acting out situations that might occur in the workplace, employees learn how to handle various situations before they face them on the job.
• Participant Control. Create a subject menu of what will be covered. Ask participants to review it and pick items they want to know more about.
• Demonstrations. Demonstrate the steps being taught or the processes being adopted.
• Create A Personal Action Plan.