At your venue in London - Midlands - North - Scotland and throughout the UK and Ireland.

Dealing with Difficult Customers
1-day Training Course

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Recommended for:

All employees who have to face angry or difficult customers or service users.

Course Overview:

The course raises awareness of the background to conflict and the mindset of difficult customers. Participants learn the impact of their own verbal and non-verbal communication style on calming or escalating a situation. By completing the course they will have acquired key skills and confidence to manage the negative behaviour of difficult customers.

'Brilliant, informative and good fun.'
HR Manager - PCM (Car Clamping and Parking Services) Limited

'Excellent. I've done conflict management in the past but gained much more from this day.'
Outreach Development Manager - Community Links

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Course Benefits:

By the end of the course participants will be better able to:

Recognise different stages of conflict escalation
Recognise the signs of conflict
Understand how they respond to anger and conflict
Better manage their verbal and non-verbal communication
Demonstrate skills to manage customer behaviour

Course Content:

The course can be tailored to your organisation. Key content includes:

Background of conflict:

Triggers to conflict
Stages of conflict escalation
Definition and legal aspects of conflict

Recognising rising anger:

Reading signs and symptoms of conflict
Managing anger 'flashpoints'

Responding to conflict:

Our natural response to conflict
'Red Rag' words and phrases
Managing our own verbal and non-verbal behaviour

Managing difficult customers:

Saying 'No'
Managing unpredictability (drugs, alcohol, mental illness, etc.)
Managing expectations
Controlling 'tipping' points
Listening and calming
The de-escalation process - 6 steps to conflict resolution.

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On site training courses available in:
London, Glasgow, Manchester, Birmingham, Leed, Derby, Scotland, Nottingham, Midlands, Bristol, Wales, Swansea, Cardiff, Dublin, Belfast , Lincoln, Liverpool, Sheffield, Reading, Oxford, Cambridge, Southampton, Newcastle, Durham, Edinburgh, Warrington,
and across the UK and Ireland.

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Dealing with Difficult Customers 1-day Training Course

Dealing with Difficult Customers
1-day Training Course