Course Overview

Positive interactions lead to happy customers. Happy customers keep coming back and will also influence others to use your business.

During this program, you’ll learn practical tips on how to stay calm during difficult customer interactions and then move the customer to a more positive outcome.

Whether you’re a tradie working alone, a retailer, wholesaler, work in professional services or indeed any business that interacts with customers this program will add enormously to building repeat business.

Topics

• Understanding emotional temperature

• Tips for staying calm

• Process for dealing with unhappy customers

• Resilience

Learning Outcomes

At the end of the course, you will have a better understanding of how to remain calm during difficult situations and manage interactions with difficult customers

On the Job Outcome

More successful outcomes in interactions with unhappy customers

Duration: 3 hours

Audience: Anyone

Delivery mode: Instructor Led

Other: Morning tea and workbook provided

Meet the Trainer - Todd O’Donnell

I am passionate about helping people build capability and make a difference through learning. With an extensive background coaching and training teams for over 25 years, I gain satisfaction helping people build their skills and become more productive and efficient with their work and in turn enrich their personal lives. I aim to create an engaging yet meaningful learning environment to ensure you are equipped to apply these skills in real life.

What Others Say

Stevi-Lee Hancock – Learning Professional

“You will not find a more dedicated learning and development professional. Learners will forget they're "being trained" as Todd facilitates enjoyable and engaging programs, while clients will be pleasantly surprised at the behavioural change and benefits learners bring back in the workplace. I can highly recommend Todd as a genuine and highly regarded training professional.”

Alison Edwards – General Manager JCU Student Services

“Todd is a professional facilitator that engages with all participants equally. His enthusiasm and dedication towards participants meeting learning outcomes and increasing their capability is second to none. Anyone who is fortunate enough to be a part of any training or presentation that Todd is facilitating are in for a very positive, relevant and useful experience.”