This course will give the participants the opportunity to develop the skills to deal with difficult and aggressive behaviour. Delegates will have the opportunity to examine the phases of aggressive behaviour and develop an approach to remain in control.
DurationThis course will give the participants the opportunity to develop the skills to deal with difficult and aggressive behaviour. Delegates will have the opportunity to examine the phases of aggressive behaviour and develop an approach to remain in control.
They will be able to identify triggers which may provoke an incident; understand the tactics for dealing with the situation and methods to deal with the aftermath.
Key Topics:
Established in 1992, IT Training Solutions Ltd began life as an on-site computer training company in response to the business worlds growing demand for flexible, high-quality training at an affordable price.
Today, IT Training Solutions Ltd has grown in size and is one of the leading training providers in the North East, providing training courses on a large number of IT and personal development subjects.
Our developing customer service skills level 1 qualification is delivered online and is intended to be accessible to a wide range of adult learners of all abilities. This qualification comprises a unit from the level 1 award in exploring occupational studies course.
Customer care is more than just good manners. It involves developing procedures and policies to make customers’ lives easier. This ranges from anticipating a customers’ needs to knowing how to defuse a confrontation, all in order to maintain the customer relationship.
Who should attend? This course is aimed at anyone who communicates with customers, either internally or externally, face to face or on the phone, and the managers who lead them.
A one day Telephone Skills Training Course that includes the Qualities and Key Skills to help you develop and maintain customer relationships and achieve success when using the Telephone.
This course is designed to help you understand the impact of customer service and deliver the best customer service for your clients leading to improved customer loyalty, enhanced brand perception, and delivering long-term success for your organisation.
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