Handling Difficult Situations
Everyone has those difficult clients. This course will help staff deal with the daily pressure of their invoice financing clients whilst maximising income streams. Back to all coursesOne Day Course
Course Information
£295/delegate + VAT
- In-Company Training (min. 6)
- Pre-Course Questionnaire
- Microlearning available
- Fully tracked through our learning hub for microlearning customers
Who is this course appropriate for?
This course is appropriate for all customer-facing staff and is specifically tailored to the invoice financing industry. The Client Relationship team including Relationship Managers, Account Executives and Client Managers would all benefit from this one-day course as would all staff dealing with the daily pressure of maximising funding for their invoice financing clients whilst maintaining security and maximising income streams.
Content Summary
- Dealing professionally with difficult client situations
- Effective negotiation techniques
- Complaint handling
- Managing confrontation
- Understanding own & others’ behavioural styles
- Effective communication skills
- Confident telephone skills
- Time management to avoid procrastination
- Developing trusting relationships with clients
- Best practice for client visits
- Delivering bad news
- Managing clients away
Delegate Development Outcomes
- Confidence deal with all tricky situations
- Recognise & manage their own behavioural style
- Develop skills to dissipate confrontational behaviour
- Learn best practice for handling client visits effectively
- Productivity increase by effective time management
- Effortless negotiation tactics
- Longer client life from enhanced client relationships
- Increased fee revenue from more effective negotiation techniques
- Employees will be able to recognise a genuine complaint & handle it smoothly/escalate
- Risk will reduce as staff are able to respond to reduced funding levels & manage clients away more effectively
The workshop was inspiring and I can’t wait to practise the skills!
Related Courses
Negotiation Skills
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Client Relationship Management
Course Length: 1 or 2 days
Effective Credit Control
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Microlearning
We make it easy for your company to adopt digital learning through our range of engaging and high quality microlearning courses, infographics and animations which can be branded with your company colours and logo. We’ll even create custom digital courses to precisely meet your needs.