The primary aim of this course is to understand what makes a customer angry and recognise the common triggers and emotions associated with dissatisfaction. The course looks to develop effective communication skills, providing participants with strategies to de-escalate tense situations and foster ac
DurationCourse Aims:
The primary aim of this course is to understand what makes a customer angry and recognise the common triggers and emotions associated with dissatisfaction. The course looks to develop effective communication skills, providing participants with strategies to de-escalate tense situations and foster active listening skills to comprehend customer concerns empathetically. It also covers conflict resolution techniques along with methods to address customer grievances.
Course Objectives:
At the end of this course delegates will be able to:
Identify common factors that lead to customer dissatisfaction and anger.
Demonstrate effective questioning and active listening skills to recognise customer concerns.
Feel confident when conveying empathy and understanding when required.
Apply conflict resolution techniques if confronted by an angry customer.
Evaluate the effectiveness of different conflict resolution approaches.
Introduce stress management exercises to cope with challenging customer interactions.
Display a customer-centric approach in problem-solving and decision-making.
The workshop will include scenario based exercises and role playing.
Who We Are
We are a leading edge provider of leadership and management development programmes, talent assessment and development services and formal training courses. Our aim is our strap line ‘Developing People to Drive Performance’ and that it what we do. We create measurable change that drives business growth through the development of people.
We have built an enviable reputation for retaining clients over a long period, which we have achieved by understanding their needs and working in partnership with them to deliver personalised solutions that create measurable change.
We work internationally and our experience, capabilities and scale mean we can deliver highly impactful learning and development interventions to clients across most industries in all the major European Languages.
We constantly update our programmes and interventions to ensure they reflect latest research and thinking, and we are committed to putting our clients’ interests first and foremost.
Ultimately we build on the premise that personal and team development drives business growth and performance, which is why we do what we do.
This PMVA training programme is designed to support healthcare professionals working for recruitment agencies and other organisations within the United Kingdom (UK). Completion of this training provides opportunities to work with various agencies, NHS Trusts, and private mental healthcare settings ...
We believe in supporting the emotional, mental and spiritual well-being of our clients and work with anyone over 18, regardless of financial status, gender, religion, race, colour or ethnic origin.
Right Track Training was founded to help people acquire more skills in their fields of business or software skills to expand into new areas of expertise successfully.
With over 30 years in Personal Development and Training we work with experts in their fields to deliver courses that are tailored to your needs, in an engaging and informative way.
Use a variety of skills to control your anger when you experience it
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