Course overview
One of LGPro's latest courses helps frontline local government workers manage their most challenging customer conversations.
This online course provides participants with strategies for using a calm, factual, positive and respectful approaches to difficult customer interactions.
The course offers guidance and strategies for managing all types of challenging customer conversations, encouraging all team members to take a consistent and structured approach to customer interactions, reducing handling times and escalated issues.
Participants will leave the session better equipped to maintain loyalty with a customer after managing a difficult interaction. Participants will further:
• Learn de-escalation techniques for navigating challenging conversations
• Have new skills to manage their own response to difficult customers
• Have practiced how to apply these new behaviours and techniques to a real-world scenario
• Have the opportunity to build their own customised toolkit to take away and use when interacting with customers, giving them ownership over how they conduct themselves in difficult interactions.
Suitable for:
•
Frontline staff and leaders of frontline staff.