3 hour workshop

Regardless which business or organization you work in, you will sometimes be faced with complaints or other challenging situations. How you handle the situation can make the difference between losing customers, and making them aware and appreciative of your professionalism; leaving them with a positive impression of you and your organization. It can also make a difference in your confidence and ease, making your work experience more rewarding. Take-away support material is provided and participants receive a certificate of recognition.

Topics Covered

• identifying difficult situations within the workplace
• recognizing the impact lost clients have on our business
• dealing with internal and external customers involved in difficult situations
• using active listening skills to assess and handle various situations
• handling your hot buttons more effectively
• dealing with customer’s feelings and their problem
• practicing service recovery

Cost: $50/person (plus GST)

Registration Form (pdf)