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Tools to resolve challenging customer conversations

May 23, 2018 @ 8:45 am - 12:15 pm

| $275

Course Outline

96% of customers don’t complain – they just leave.  Remember me?  I’m the one who goes into a restaurant, sits patiently and waits while the waiter does everything but take my order. I’m the person who goes into a store and stands quietly while the counter staff finish their little chitchat. I’m the person who drives into a service station and never blows his horn, but waits patiently while the attendant finishes reading his book. Yes, you might say I’m a good person.  But do you know who else I am? I’m the person who never comes back, and it amuses me to see you spending thousands of dollars every year to get me back when I was there in the first place … and all you had to do was show me a little courtesy.

  • The 10 deadly sins (and why they leave).
  • 5 core skills to keep and care for your customers.
  • Listen, Engage, Clarify, Negotiate, Acknowledge, Follow-up
  • It’s not what you say. It’s how you make me feel .. The impact of body language.
  • Reasons for aggressive and passive behaviour.
  • Assertiveness techniques for life.
  • Dealing with difficult behaviour.. Secrets to keeping your cool, to reach a positive outcome.
  • Diagnosing the real cause of the issue (it’s often not what you think).
  • Turn unhappy customers into ambassadors
Key Outcomes
  • Understand key reasons for losing customers
  • Recognise body language signals
  • Apply core skills to enhance customer relationships
  • Empathise with different customer response styles
  • Resolve customer issues, and enhance the customer experience


May 23, 2018
8:45 am - 12:15 pm


Skills at Top
9 Darling Street
Ipswich, Qld 4305 Australia
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