After receiving this request, our in-house team advised the client that the most effective training solution would be our standard customer care programme with additional tailored content which would meet all training needs.
In order to fully understand the requirements of the client, we organised a consultation between the client’s training officers and our customer service trainer, which was hosted by our in-house training manager.
At this consultation meeting, we discussed what additional areas the client needed training in. It was important for our trainer and PAI’s programme developer to have an understanding of the types of situations their staff walk into when conducting a compliance inspection so that it could be addressed throughout the training.
It was decided staff needed an additional section on dealing with upset, flustered and difficult customers.
Our regular training program had an existing section on dealing with difficult customers; so this section was expanded to include the types of difficult behaviour that staff members may meet within these situations.