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In-house training - how to deal with difficult customers

Derek Stockley provides training programs based on actual training needs.

This case study is about how to deal with difficult customers, a particular aspect of customer service training.

A difficult customer situation

This was a specialised training program. Participants were a specific group of customer service officers. They dealt on a regular basis with clients who often were unwilling customers - people who did not want to use the services of a a particular government program.

The staff were experienced customer service officers who needed assistance with methods to deal with and cope with the unique needs of the customer group.

The day revolved around approaches to dealing with the client group. All discussions related to this. Although general customer service themes were discussed, the focus was the particular techniques and approaches that would work.

Derek used his skills as a facilitator and consultant to discuss the processes used in dealing with the customer group. Strict policy and program guidelines applied. These were reviewed and taken into account when discussing solutions and approaches.

As an in-house program, participants benefited from the open sharing of experiences and ideas. A side benefit of the day was some adjustments to the methods and processes being used.

All training programs conducted by Derek are individually designed to meet the particular needs and circumstances of the participants.

This is one example of how Derek Stockley’s experience adds to his training and consulting work. For other examples, see: training and consulting case studies.

For information about clients and testimonials, see clients and testimonials.

If you have four or less people to be trained, see: On-Demand Training Explanation or to obtain a quote or register your interest, see: On-Demand Training Registration.

If you are interested in organising an inhouse training program for your company or organisation, see: Inhouse Training Explanation or to make an enquiry, select: Inhouse Training Enquiry.

Public courses are shown at: Melbourne Public Training Courses, including the Public Team Leadership Course.

If you require consulting assistance, or telephone or write to Derek Stockley at Contact Details.

For more information about Derek Stockley's performance management services, select: Performance Management Services.

This page was last modified on 22 August 2005.