Training Course
Customer Care Dealing with Difficult and Aggressive Behaviour
Public Scheduled Course Dates
Prices per delegate. All prices exclude VAT.
| Date | Location | Price | |
| 20 Nov 2024 | Durham |
£345
|
|
| 14 Mar 2025 | Durham |
£345
|
|
| 28 Aug 2025 | Durham |
£345
|
|
| 19 Nov 2025 | Durham |
£345
|
Private Training
Flexible dates, location and content. All prices exclude VAT.
Course Duration
1 DayCustomer Care Dealing with Difficult and Aggressive Behaviour Course Overview
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.Course Prerequisites
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- There are no prerequisites for this course.
Included with this course
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- Lunch and refreshments when training is delivered at our training venues
- Comprehensive course materials and exercises
Customer Care Dealing with Difficult and Aggressive Behaviour Course Content
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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
Public Scheduled Course Dates
Prices per delegate. All prices exclude VAT.
| Date | Location | Price | |
| 20 Nov 2024 | Durham |
£345
|
|
| 14 Mar 2025 | Durham |
£345
|
|
| 28 Aug 2025 | Durham |
£345
|
|
| 19 Nov 2025 | Durham |
£345
|
Private Training
Flexible dates, location and content. All prices exclude VAT.
-
Customer Care Dealing with Difficult and Aggressive Behaviour Course Options
Please contact us to discuss options for this coursePrivatePrivateFlexible course content, flexible training date(s), flexible location(s), variable course length, private to your organisation - Courses can be held at one of our training venues or at another location convenient to you. Training can be set over a number of days or weeks to allow for practice time between training sessions.BespokeBespokeBespoke private training can be based on an existing course or a number of lessons taken from several courses, we can also write bespoke courses for you based on your in-house systems or development program.VirtualVirtualThese courses can be attended from anywhere.
- Virtual Training
How would you rate the course content overall
Given very helpful and useful guidance
S.O. Railway Housing Association, Customer Care Dealing with Difficult and Aggressive Behaviour
How would you rate the facilities overall
Excellent modern facilities
S.O. Railway Housing Association, Customer Care Dealing with Difficult and Aggressive Behaviour
Any other comments or recommendations
Excellent informative course
L.M. HBC Vehicle Services Ltd, Customer Care Dealing with Difficult and Aggressive Behaviour
Any other comments or recommendations
Brilliant and well presented
F.R. HBC Vehicle Services Ltd, Customer Care Dealing with Difficult and Aggressive Behaviour
Following this training what are you going to do differently
A lot! Wish I could get back all the time I spent struggling with formats and sorting much clearer now and I feel confident it will be so much easier and quicker going forward. Thankyou!
B.B. Riverford, Excel Essentials
Following this training what are you going to do differently
More confident
N.A. Egger UK Ltd, Excel Level 1 Essentials
Following this training what are you going to do differently
Give time frames to tasks where possible. Use the grid to prioritise
C.A. Credit Services Association, Time Management
Great course, very interesting
J. , Redefining PowerPoint Design Create Present with Impact
Public Scheduled Course Dates
Prices per delegate. All prices exclude VAT.
| Date | Location | Price | |
| 20 Nov 2024 | Durham |
£345
|
|
| 14 Mar 2025 | Durham |
£345
|
|
| 28 Aug 2025 | Durham |
£345
|
|
| 19 Nov 2025 | Durham |
£345
|
Private Training
Flexible dates, location and content. All prices exclude VAT.
Courses Related to Customer Care Dealing with Difficult and Aggressive Behaviour Training
Customer Care Course Course overview: Good customer care depends on the attitudes and skills of each individual employee. Without it few businesses succeed. People at all levels need to understand how communication works from the customer's perspective and to get an understanding of the best way to approach individual customers. Telephone Skills Course Course overview: Effective use of the telephone is an essential skill within every department of every organisation. The telephone is an integral part of an organisation's success. Many people are unaware of the image they portray whilst speaking on the phone. This course teaches delegates how to make and take cal Assertiveness Skills Course Course overview: Assertiveness is the quality of being self-assured and confident without being aggressive. Assertive individuals are able to get their point across without upsetting others, or becoming upset themselves. This course focuses on understanding the difference between aggressive, passive and assertive be
Please contact us to discuss your Customer Care Dealing with Difficult and Aggressive Behaviour course, we have many solutions available to ensure you receive the best training possible.
Learn with IT Training Solutions. Small course sizes. Course materials included. Flexible Customer Care Dealing with Difficult and Aggressive Behaviour course content. Expert trainers and tried & tested training methods. Many course materials available online using your personal training account.
Please contact us to book a place or request a quote for your Customer Care Dealing with Difficult and Aggressive Behaviour course.
IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:9/14/2024 4:17:36 AM
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:9/14/2024 4:17:36 AM