Customer Care Dealing With Difficult and Aggressive Behaviour

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.

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:

• Customer Care and its benefits
• Perception
• Personality Types
• Empathic Listening
• Asking the right questions
• Dealing with Difficult Customers
• Handling customer complaints
• How to say no nicely
• Phases of a difficult incident
• Behaviour to avoid
• Techniques and skills for defusing difficult situations
• Defusing difficult situations – principles for Action
• Signalling non-aggression
• Personal development planning