Center For Inner Quality

Managing Co-Workers and Difficult Customers

Format

Learning/coaching session

Relationship Management is critical in creating great customer service experiences. Learn how to Influence co-workers. Enhance the ability to get things done through people. Explore verbal and non verbal strategies to manage challenging customers.

  • Identify and understand the motivation, work approaches and strengths of four interpersonal communication styles.
  • Target specific interpersonal behaviors to align with different styles, increase the chances of being 'heard' and understood and strengthen collaboration.
  • Discover ‘emotional triggers’ and learn to self regulate responses.
  • Manage challenging internal/external customers: Agnes Assertive, Ivan Irate, Paula Passive-Aggressive, Gayle Gossiper, Vic Victim and Chris Complainer.
  • Use eight communication strategies to manage challenging customer situations.

Learning Outcome

Gain influence and impact in interpersonal relationships.

Other Programs
Leadership
Customer Service
Emotional Intelligence
Team Building
Communication
Speaking/Conversation Skills
Change and Resiliency
Wellness and Spirit at Work