Developing Potential Australia

Satisfying difficult clients

Full day

We take a positive approach to difficult clients by providing techniques that can be easily applied in a range of situations. Participants also learn how to manage very aggressive people in the field, on the phone or in the office.

What makes a client difficult?

• What are the early warning signs that a customer is becoming frustrated?
• Which clients do you personally find most difficult e.g. arrogant, ignorant, emotional?
• What are the causes of most dissatisfied clients in your area?
• How to control your own emotions and think clearly under pressure

Resolving problems – the process

• How to realistically define a satisfactory outcome from a difficult situation?
• How to paraphrase a customer’s concerns to buy yourself time to think
• Suggesting options to resolve the situation
• How to get agreement to an option without being ‘pushy’
• The importance of setting realistic expectations to avoid future problems

Explaining policies clearly

• How to explain bureaucratic policies in plain English
• How to choose everyday words to explain everyday ideas
• How to sound confident but respectful when you are under pressure
• How to show empathy for a person’s situation without patronising them

Handling phone complaints

• Why do people find it easier to complain on the phone?
• How to adjust your tone and pace of speech on the phone
• Using visual words and examples to help customers understand your message

Respectfully disagreeing with customers

• When do you have to disagree with a customer e.g. strict policies?
• The proven 3 step technique for stating your view calmly and logically under pressure
• How to control your frustration when people won’t listen
• Discover how to use questions to deflect personal attacks
• The simplest way to move the client from past problems to future solutions

Managing very aggressive customers

• How to stay alert to signs of potential aggression
• Learning to listen for repetition of words that can become an aggressive ‘chant’
• Recognising ‘depersonalising’ language e.g. ‘You people are…’
• How to use eye contact and body language to reduce tension
• When should you move the customer to a different area?
• What should you do if the customer leans toward you or threatens violence?

Staying safe

• When are you at increased danger in the field e.g. isolated places?
• When are you at increased danger in an office e.g. opening and closing times?
• Identifying your ‘safe areas’ or escape routes e.g. the car, a secure office
• Discouraging threats e.g. security cameras; physical barriers, safety in numbers
• What procedures do you have in place to ensure you are safe at all times?

Managing stress

Dealing with difficult clients generates stress that must be managed to ensure your wellbeing and motivation are maintained. This practical and fun session offers a number of ways to reduce the stress caused by difficult people.

• What stresses you the most at work?
• How does stress at work affect your personal life?
• How to support each other in a team environment
• 10 simple stress busters

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