Course Customer Care Dealing with Difficult and Aggressive Behaviour
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  • Public Scheduled Price£255 +VAT
  • Course Options
    Private
    Private
    Flexible 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.
    Bespoke
    Bespoke
    Bespoke 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.

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
    • There are no prerequisites for this course.
What's included
    • Lunch and refreshments when training is delivered at our training venues
    • Comprehensive course materials and exercises
Course Content
    • 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

 

Course Dates
  • Fri 21 February in Durham More Info Day 1: Fri 21 February in Durham, 9:30 - 16:30 Book
  • Fri 10 April in Durham More Info Day 1: Fri 10 April in Durham, 9:30 - 16:30 Book
  • Wed 02 September in Durham More Info Day 1: Wed 02 September in Durham, 9:30 - 16:30 Book
  • Tue 24 November in Durham More Info Day 1: Tue 24 November in Durham, 9:30 - 16:30 Book

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

 

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IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:21/01/2020 09:39:08