About our Dealing with Difficult Customers workshop

ront-line workers often face great challenges when dealing with customers or internal clients that can be difficult or hard to communicate with. They must do this through a very high standard of service. In the public sector, these workers are the face of State, and so this high standard is ever more essential. The well-being of those that work in the public sector is also important. In knowing how to manage stress and how to remain calm and positive, attendees can not only help keep the customer happy, but also ensure they are not negatively affected by their work.

Effective and efficient communication is key. This workshop builds skills and confidence in dealing with tough situations involving customers. Attendees are given a step-by-step guide to handling them. By exploring behaviours, by challenging your viewpoint and by learning to but calm but assertive, attendees can build their ability to help customers while maintaining organisational goals and up-keeping the reputation of the State’s departments.

Among the topics discussed on the course are:

  • Being accessible: using voicemail, acknowledging letters and emails, prompt replies, informing customers of the most direct means of contact;
  • Dealing with customers in a language other than English;
  • Empathy and sensitivity, listening skills;
  • Essential telephone skills for customer service roles;
  • Giving written and verbal information;
  • Handling difficult customers and complaints calmly, assertively and effectively;
  • Making the customer feel important and valued;
  • Staying positive, handling stress, managing your reactions and emotions, and understanding behaviour; and
  • Understanding the customer’s needs.

The seminar is delivered online in a virtual classroom facilitated from our dedicated virtual classroom on Zoom. PAI will provide electronic handouts of trainer slides and supporting learning materials to all participants via email in advance of the training session.

Alternatively this seminar can be delivered inhouse – either online or in-person for your organisation.  Email inhousetraining@pai.ie for further information.

Learning Methodologies
Lecture style, practical application through group discussions, case studies, template procedures and timelines.

Register your interest in the next cohort of this programme. Email info@pai.ie

Alternatively this course can be delivered inhouse, for further information email inhousetraining@pai.ie

For further information on this course, request a copy of the brochure – email info@pai.ie