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Dealing with difficult customers – for Revenues & Benefits staff
Thursday 26th November 2020

Leapark Hotel, Grangemouth

Please click here for the booking form

IRRV Scotland is pleased to announce that we are able to run our autumn training programme at the Leapark Hotel, Grangemouth. A great deal of thought has been given to providing training in a safe and socially distanced manner and this will necessarily significantly limit the number of delegates who can attend events but we do wish to respond to the many requests we have had about recommencing our training events. Detailed arrangements have been made with the venue to ensure you have an enjoyable training experience in a safe and socially distanced environment in keeping with the requirements of the Scottish Government’s Route Map out of lockdown.

A course designed to teach delegates the skills and tools required in order to deal with difficult people. The day is highly interactive and allows for delegates to share and discuss cases they have experienced.

The structure of the workshop uses all the latest techniques for handling difficult people and situations. The day will be thought provoking and will give the delegates the confidence to handle and resolve difficult customers’ issues.

The Course Leader is David West, well known to many Scottish revenues and benefits practitioners through his long association with Capita Local Government Services. Delegates who attend David's workshops are more motivated have a more positive attitude, confidence and have improved performance.

Objective : By the end of the workshop the participants will :

* Confident in handling difficult customers

* Understand how people think

* Skills to tackle difficult situations

* Understand how to resolve difficult customer issues

* Understand the language of mediation

* Keen to use their new skills

* Highly positive

* Structure for customer problem resolution

* Smiling

* Achieve improved people skills

* Stop worrying about difficult customers

 

Workshop Outline:

9.30 Registration

10.00 Introduction and aims of the workshop

10.30 Power of the mind, positive thinking.

People their personalities, beliefs and attitudes

Motivators and de-motivators

Positive language

11.15 Break

11.30 Customer target

People Skills

Playing the customer’s game

Goals at work and at home

12.30 Lunch

13.15 Integrity in the workplace

Negative customers and the dangers

15.00 Break

15.15 Communication

16.00 Close

This training day represents excellent value for money, with seminar fees starting at only £165 + VAT. Every third place from the same organisation booked in the same booking comes entirely free of charge.

Please click here for the booking form

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