Customer 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.
Prerequisites
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- There are no prerequisites for this course.
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
Included with this course
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- Lunch and refreshments when training is delivered at our training venues
- Comprehensive course materials and exercises
Private Training
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Course Options
Private courses:Private courseFlexible date and locationPlease quote for prices -
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
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Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:8/23/2026 5:07:53 AM