NISH: On-Site Workshops: Managing Difficult Customers

Managing Difficult Customers

Learning Objectives:

■ Learn the benefits of learning relationship management skills, teaching specific techniques and introducing a step-by-step problem solving process to use with customers

■ Learn how to look into what motivates difficult behavior, exploring positive approaches and tracing a roadmap that can be used to take action

Purpose:

This workshop is designed to help front-line supervisors and managers learn to better manage their relationships with customers. It focuses particularly on dealing with difficult customers.

The major topics covered:

■ Benefits to relationship management

■ Dealing with the difficult customer

■ The Customer's Bill of Rights

■ The Circles of Service – understanding customer expectations

■ The problem solving process

Audience:

Front-line supervisors and managers are encouraged to participate along with all other interested NPA personnel.

Format:

Through a series of brief lectures, individual exercises and small group discussion, this one-day workshop helps identify and reinforce skills for relationship management.

Instructor:

A member of the NISH National Office Services Team facilitates this workshop. The National Office Services Team provides customer-focused administrative, technical, management and policy support to NPAs. The Services Team also provides training in all functional areas of expertise.