Dealing With Difficult Customers

Dealing With Difficult Customers

Dealing With Difficult Customers

1 Day Course or Customised to suit your needs @ £99 Per Person Per Day

Book Now

Who Should Attend?

  • Anyone whose job role includes communication
  • Anyone changing roles where communication is one of the core skills used
  • Anyone whose role could possibly include areas of conflict or difficulty
  • Anyone who wishes to feel more confident about his or her ability to communicate and influence others

Course Benefits - On completion of this course you will:

  • Be able to define difficult and aggressive behaviour
  • Understand the phases and triggers of an incident
  • Look at tactics for defusing difficult situations
  • Learn to deal with difficult and aggressive customers
  • Learn skills for responding to difficult and aggressive behaviour
  • Learn how to respond after the incident

Part One - Define Difficult and Aggressive Behaviour

  • Working definitions defined
  • Personal experiences discussed
  • Feelings experienced acknowledged
  • Looking to the future

Part Two - Phases of an Incident

  • Looking for the cause and the solution
  • Listening and Questioning Skills
  • Focus on your Sphere of Influence!
  • Winning customer confidence by being assertive

Part Three - Tactics for Defusing

  • Skills needed
  • Principles for action
  • Practice session with case studies
  • Role-play with actual scenarios

Part Four - Dealing with Difficult and Aggressive Behaviour

  • Assertive responses
  • Signalling non-aggression
  • Negotiating skills
  • Challenging skills
  • Role-play with actual scenarios

Part Five - After the Incident

  • Emotions discussed and acknowledged
  • Dealing with stress in the work-place
  • Assisting colleagues
  • Personal development plan

Available Dates

No Dates Available

Book Your Place