Coping with Internal and External Customers

Introduction

Getting results through people is not an easy task for most working professionals. This workshop is directed to help learners improve their ability to cope with various difficult behaviours from customers and colleagues in order to work effectively with them.

Objectives

Upon completion of this workshop, participants will be able to:

• Understand people and the way they behave
• Take criticism and give constructive criticism positively and confidently
• Handle difficult colleagues and customers in the sensitive situations professionally
• Handle emotions such as anger and stress better so as to manage both internal and external customers more effectively
   

Target Audience

Managers, Executives, Supervisors and Staff members.

Curriculum

• Understanding people’s behaviour, communication and thinking
• Conflicts resolutions in a Win-Win manner
• Understand and manage your own and others’ anger and stress
• Apply assertiveness to handle difficult situations at work
• Ways to cope with various difficult customer-situations
• Understand how political you are to ensure harmony at work
• Effective communication and response
• Working with assertiveness
• Develop a winning team spirit for better customer relationship
• Getting the most out of your relationship with others

Methodologies

Lecture, group discussions, case studies, role-plays, individual and team assignments.