t. +44(0)1582 463 460
e. info@maximumperformance.co.uk
t. 01582 463463
e. info@tihtc.co.uk

Delivering difficult messages to customers (17 May 2024)

This 45-minute taster session is designed to cover the key techniques we can employ when delivering difficult messages or saying ‘No’ to customers.

Free open webinar

17 May 2024, 10:00am-10:45am UK time

When the customer is upset, angry or disappointed, conversations can get heated, and we inadvertently make it worse through the innate response of fight, flight or freeze. This could include the wrong choice of words or mismatched energy. But, if we can make it worse, we can also make it better.

Developing our emotional intelligence is key to handling these challenging conversations sensitively to ensure that we retain customers’ goodwill and maintain the reputation of the organisation.

What’s in it for you?

Agenda

(10.00 – 10.45)

1. What is a difficult customer conversation?

2. Techniques for handling difficult customer conversations

3. Action points

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