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.
Apprentices will learn how to positively influence the customer experience and their level of satisfaction. They must show excellent customer service skills and behaviours as well as product and/or service knowledge.
The telephone skills training course provides practical and effective telephone skills and techniques to confidently answer calls, as well as how to professionally respond to telephone enquiries and handle complaints.
This qualification provides the underpinning knowledge required by employees to work in a range of customer service roles. Learners will have essential knowledge of how to carry out tasks such as managing information and supporting events.
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.
This fast-moving, highly interactive Customer Service Excellence training course draws upon the very latest thinking, tools, and research into customer behaviours and the psychology of buying to enable attendees to fully understand what is required to ensure their customers.
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