Course
Customer Care Dealing with Difficult and Aggressive Behaviour
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- Public Scheduled Price£255 +VAT
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Course Options
Please contact us to discuss options for this coursePrivatePrivateFlexible content, flexible date, flexible location, variable 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.
- Virtual Training
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.
Prerequisites
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- There are no prerequisites for this course.
What's included
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- Lunch and refreshments when training is delivered at our training venues
- Comprehensive course materials and exercises
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
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Course Dates
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Fri 19 February More Info Day 1: Fri 19 February, 9:30 - 16:30Book
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Fri 09 April More Info Day 1: Fri 09 April, 9:30 - 16:30Book
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Wed 01 September in Durham More Info Day 1: Wed 01 September in Durham, 9:30 - 16:30Book
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Tue 23 November in Durham More Info Day 1: Tue 23 November in Durham, 9:30 - 16:30Book
Latest Course Reviews
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
IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:17/01/2021 06:37:40
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:17/01/2021 06:37:40