Training Session Overviews: an Example

For any potential customers who want more details on the kind of session content you can expect, please see below for a training session template:

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Dealing with Difficult Customers:
Session Objectives and Summary


Course Objectives

By the end of this training session, trainees will be able to: –

1. Describe the key complaints/typical difficult customer
2. Implement some new ways of calming customers well enough to deal with their complaints
3. Identify possible system improvements – with feedback to go back to appropriate managers
4. Identify possible policy improvements – with feedback to go back to appropriate managers



Session Overview

Introduction and Housekeeping

Course Objectives

Group Discussion on typical complaints, challenges, etc

Presentation covering:-
· The challenge of telephone-based complaints:
· Non-verbal communication
· The most valuable and satisfied customers are… so what are the implications?
· My experience of difficult customers

Group Discussion and presentation discussing

1. Triggers that make customers irate
2. Triggers those that make them calm down

Group Exercise: Active Listening Skills

Discussion: common written complaints and the typical “difficult customer” who writes in

Presentation:
1. Advantages and disadvantages of written complaints and replies
2. The need for a clear and considered complaints policy
3. The need for other company policies

Questionnaire and Group Discussion on treating customers as individuals

Roles Plays and Group Discussion – telephone and written complaints – followed by group feedback

Summarising content

Reviewing Course Objectives

Group Comments, Questions & Answers

Evaluations

Typical Timing for course

9:00 AM for tea and coffee, 9:30am start, one-hour lunch, 4:00pm close
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For more details on content and structure, please contact me on eclipsetraining@yahoo.com and enter "Eclipse Content Query" in the Subject field.