Upcoming Courses
Managing Difficult Customers Training
Your grumpiest customers can become your biggest advocates if you solve their problems quickly, effectively, and permanently. We supply the top tips for dealing with tricky customers so your teams can create positive outcomes from every interaction with simple techniques that make a difference to relationships straight away.
£425+VAT per person
Intermediate
Benefits
What they’ll be able to do after this course:
Understand Customer Psychology: Identify and respond to diverse customer needs and expectations, creating tailored approaches that address what customers truly want
Influence Through Communication Styles: Recognise different communication styles and adapt their approach strategically to influence positive outcomes and build rapport
Assert with Professional Confidence: Apply assertiveness techniques to maintain boundaries and standards while preserving customer relationships and team morale
Address Psychological Barriers: Understand and work with the 4 psychological fears that drive difficult customer behaviour, defusing tension before it escalates
Transform Difficult Interactions: Handle challenging customer behaviour with skill and composure, turning negative situations into positive relationship-building opportunities
Leverage Personal Impact: Harness the power of their own behaviour to influence customer interactions, creating calm, professional environments that encourage cooperation
What they will learn
Course content includes:
- Understanding diverse customer needs and managing expectations effectively
- Communication styles: identification, adaptation, and influence techniques
- Assertiveness skills for maintaining professional boundaries with difficult customers
- The 4 psychological fears that drive challenging customer behaviour
- Practical strategies for dealing with difficult customer behaviour and complaints
- The power of personal behaviour in influencing customer interactions
- De-escalation techniques for heated situations
- Building rapport quickly with upset or frustrated customers
- Turning complaints into opportunities for stronger relationships
- Creating positive outcomes from every customer interaction
Course Details
- 4 weeks, 1 x 3-hour live online session a week
- Awaiting dates
- £425+VAT per person
Client Feedback
“I can already see it was better deployed than other previous trainings, thanks to the consistency between the training and business needs. The team still reflects strategically better than previously and communicates better and more often.”
Richard Roche – Pentax Medical
Managing Director
Commercial
“The team are very experienced and forward leaning. They are always prepared to go the extra mile to serve our students and get the best out of them. Our students frequently say TILT was one of the most useful aspects of their training programme.”
Maj Chris Hambly – British Army
Company Commander – Army Special Operations Branch
Commercial
“Emma and her team are my go-to for all our training needs. If they don’t have courses available, they will tailor a course to suit us. They challenge delegates to learn and practice the behaviours and skills they teach.”
Lydia Watson – Nagra Kudelski
Human Resources Business Partner
Commercial
“Sterling Training’s TILT course addresses an identified gap in the instructors training. There is no doubt that the training will enhance The Army’s international student’s experience which leads to better Defence Engagement”
Lt Col James Askew – British Army
SO1 International Defence Training (Army)
Commercial
“The Sterling team are always professional, alert to your challenges, and very supportive. Emma, Pip and the team are fabulous to work with, I would highly recommend all of the trainers we have worked with as well as project support staff. Thank you for making my professional life easier!”
Jackie Cooper – De Montford University
Programme Manager
Commercial
“Sterling Training have given excellent service, both in training delivery and customer satisfaction. They are always engaging, positive, enthusiastic and energised. They have impressed us with their service, showing real dedication to their work and meeting their clients expectations.”
Linda Matthews – SOCOTEC
Learning & Development Manager
Commercial
“International Defence Training (Army) has worked closely with Sterling Training for many years to deliver bespoke Training the International Learner and Trainee (TILT) courses. The team take time to understand the customer requirement, build relationships and adapt the course as necessary.”
Maj Peter White – British Army
Training International Learners and Trainees
Commercial
“Whatever the subject Sterling always guide all attendee’s through the subject with authority, calmness and fun – making everyone feel relaxed and open to learning.”
Nigel Bishop – tmgroup
Managed Services Manager
Commercial
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Live Online Training
Live online is ‘on-air’ training where real trainers work with remote delegates. It’s highly interactive – participants work in groups and pairs, view slides and video, use whiteboards, and talk to fellow delegates and the trainer, just like in a real training room. We just use Zoom instead!
Face-to-face
Excellent for relationship-building and very practical sessions, working face-to-face with your staff builds teams and buy-in, especially for those who are tech-nervous. We love getting into the physical training room and whilst it relies on participants being able to travel to and meet in a convenient place, its a great place to be creative and experiential.