Resolving Customer Issues

Resolving Customer Issues

Does your team struggle with customer challenges? Do you know how to effectively resolve customer issues and make them raving fans, instead of brand assassins?

Today, more than ever, Resolving Customer Issues is an important part of every service and business.

In this fun and exciting Resolving Customer Issues training course you will learn to recognise how your attitude impacts on your interactions, how to turn around difficult situations and how to see opportunities in customer issues

You will learn about your own personality type as well, as other personality types, and how to engage others in an entirely new way that provides a path to better communication and delivering an improved customer service experience.

PD Training can provide a complete professional development program for your organisation which includes personality profiling and automated training needs analysis, so contact us today to learn more!

The PD Training Resolving Customer Issues course is fun and effective and will improve the way you approach delivering service to your clients. This course is available now throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide, Canberra and Perth.

Customised Resolving Customer Issues courses are available for organisations that require specific scripts or product knowledge.  Contact us today for a free quote!

Your Learning Outcomes

After completing this course participants will be able to

  • Deal with challenging customers
  • Understand customer diversity
  • Build Rapport and Empathy
  • Apply critical communication skills
  • Learn lessons from your most difficult customers
  • Know how to defuse situations with customers and to handle tough scenarios
  • Know how to contribute to and create a customer service culture
Duration: 1.0 day course Live Online Experts


Resolving Customer Issues Reviews:

Download Course Outline (PDF)

In order to create higher levels of customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service every time. In order to achieve this, it is important to ask yourself some questions:

  • Do you or your staff have the right skill sets to deal with difficult customers?
  • How do you currently improve your approach to managing conflict?
  • Do you bounce back after a difficult interaction with a customer?
  • Can you turn difficult situations into opportunities??

This Resolving Customer Issues Course is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives more rewarding by consistently providing exceptional customer service to both internal and external customers.

Course Outline for Resolving Customer Issues

Topic 1
Addressing Customer Challenges
Topic 2
Communication Styles
  • Adjusting your Style for a Better Approach
  • Communicating Under Stress
Topic 3
Emotional Intelligence
  • Johari Window
  • Self-Control
Topic 4
Empathy and Rapport
  • The Role of Empathy
  • Listen Hard and Open Up
  • Building Rapport
Topic 5
Resolving Issues using Different Communication Modes
  • The Different modes of Communication
  • Using H.E.A.T
Topic 6
Responding to complainants in writing
  • Responding to customer complaints in writing
  • Drafting a satisfactory email
  • Topic 7
    Conflict Resolution
    • From Wince to Scream
    • Emotions and Conflict
    Topic 8
    Understanding Your Response to Conflict
    • Understanding what Triggers you
    • Using your Style to Communicate more Effectively
    Topic 9
    • What Depletes your Resilience
    • What Replenishes your Resilience
    Topic 10
    Responding to Pressure
    • What causes Pressure
    • Positive Reframing
    • Common Thinking Traps
    Topic 11
    It's a Wrap!
    What shall I Start Doing, Stop Doing and Keep Doing

    In-House Training - We’ll focus on what matters most to you and tailor to your context

    Face-to-Face, Live Online, or Hybrid Class Tailored to Your Needs

    When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

    We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

    Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

    live online & hybrid

    We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

    You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

    A hybrid class is with some people connecting online, and some people physically together in the same room.

    Live Online Participant Feedback:

    90% Overall Trainer Rating

    88% Delivery was Adapted to me Personally

    75% I Would Recommend this Course to Someone Else

    Face to Face Options With Everyone in the same room

    1-hour Motivator
    one hour motivator
    3-hour Power Sessions
    3 hour power session
    Full-day training
    full day training
    At your workplace At your workplace
    In our Training Rooms In our Training Rooms
     In our Online Training  Room - the HIVE In our Online Training Room

    We’ll make things easier so you can focus on adding more value

    PDT Training Management Centre Logo

    We provide the Training Management Centre which is an information hub before, during and after training.
    (Let us know if there’s parts you don’t want to use)

    Invites people to training

    (So you don’t have to)

    Invite People icon

    Generates Sign in Sheet

    (So you don’t have to)

    Generate Sign In Sheet Icon

    Generates Branded Flyer

    If you want to ‘promote’ internally

    Generate Branded Flyer Example

    PDF’s of Certificates

    (can be co-branded with your logo)

    Completion Certificate Included

    Collects and Reports feedback

    (So you don’t have to)

    Feedback Report Example

    Complete Results Dashboard

    (including trainer insights)

    Results Dashboard Example

    What are people going to do differently?

    At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

    In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

    My Action Plan
    Participants encouraged to create

    Want to get clear on impacts and measure success? Our system and expert consultants support you.

    Our systems and people make it easy to identify how you’ll be able to measure impacts,
    and then report on the success in the weeks or months after training.

    Measure metrics your way

    Do you already have a training management system and wish they were automatically up to date?

    Training APIs

    It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

    More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

    Outstanding learning that people can do in the flow of work

    • Fresh targeted video-based microlearning content with interactive lessons and quizzes included.
    • Rigourous review process
    • Only $11.00 per course per person per year.
    • Or get the $110.00 bundle and save.
    Bite Size learning that people love
    Not exactly what you needed? Try other courses in the Customer Service Courses Category