Sensitive dialogue with the consumer
How do you communicate with consumers when dealing with sensitive
complaints? How do you deal with verbal aggression and threats? When
should you stop communicating?
During this training, you will learn how to deal with sensitive situations.
Objectives
- Develop communication skills to deal with sensitive complaints in an empathetic manner.
- Strategically defusing situations.
- Dealing with verbal aggression, manipulation and threats from consumers.
- Do's and don'ts when collecting products from consumers.
Programme
- Confrontation with difficult communication
- Dealing with difficult complaints
- Approach to an on-site visit to the consumer
- Interactive exercises
Target group
Quality assurance staff, customer service staff and sales representatives who are
in direct contact with consumers.
Important information for the participants
It is important to communicate the objectives of the training course to your participants in advance. This will ensure that they are aware of the programme and can prepare themselves properly.
Food Security has drawn up an information sheet that you can download and distribute to the participants of this training course.
Learning points
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