Difficult Clients and Discussions


  • Quizzes
  • Video
  • Theory
  • Other

This was such a great online course. I really like the variation of quizzes and videos and questions , also that it is broken down into small sections and so easy to work through. Thank you! ~Charlene~

    – Contents –

  • Introduction to your Course

  • The important role that customers play

  • Why are clients normally difficult

  • What do clients want when they speak of service and client care?

  • What is considered courteous behaviour/good telephone etiquette and why is it important?

  • What communication skills are necessary to make for a good client interaction?

  • What is the KISS principle in customer care and why is it important?

  • How do you calm a client down (4 techniques)

  • Techniques for Being Assertive

  • How do we overcome language barriers?

  • – Outcome –

  • This workshop encourages the use of communication skills to enhance customer service, adhere to ethical standards in all dealings with clients, provide adequate responses to a client's query or complaint and to assist clients with constructive advice and information. The aim of the workshop is to specifically address the difficult client.