CHRIS LARKING
Chris is the lead facilitator for KiwiHost.
He has over 30 years of customer service, sales and leadership experience based on working in a wide range of industries across the world.
Chris understands that outstanding customer service and communication is the lifeblood of organisations and impacts directly on the bottom line.
Chris engages hundreds of people each year, and participants say that his workshops are Fun, Informative, Empowering and Practical!
Prior to any engagement with an organisation, Chris will work with the leadership team to ensure he understands the requirements fully and can tailor the workshop experience directly to the most needed parts.
PROGRAMME OUTLINE
DEALING WITH DIFFICULT CUSTOMERS
Participants in this workshop will learn how to turn difficult situations into opportunities for growth, and come away with
techniques to enable them to deal competently with a challenging situation in such a way that the organisation’s
reputation and customer service relationship are seen in a positive way.
Key Subject Areas:
• Conflict as Communication.
• Trigger behaviours.
• Benefits of confrontation.
• Managing anger, and dealing with other peoples anger.
• Causes of difficult behaviour
• Conflict resolution model
• De-stress options to use when things get ugly.
• Personal action plan