Customer Care Dealing with Difficult and Aggressive Behaviour training courses in and around Newcastle and the North East. Customer Care Dealing with Difficult and Aggressive Behaviour courses in Durham, Washington, Sunderland, Darlington, Middlesbrough, Gateshead, Leeds and throughout North East England.

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Course Customer Care Dealing with Difficult and Aggressive Behaviour

Public Scheduled Price£255 +VAT
Course Duration1 Day
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.
Latest Reviews

How would you rate the facilities overall?"Excellent modern facilities "

S.O. Railway Housing Association, Customer Care Dealing with Difficult and Aggressive Behaviour

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

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

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

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

Related Courses

IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed: 23 Aug 19

Name*:*
Organisation:
Telephone:
Email:*
Message*:*
Send me a copy of this email
Send me course updates from time to time via email

Your subscription will naturally terminate after your chosen time limit. We will get in touch just before the end so that you can subscribe again if you would like to continue receiving information after that point.

* Required Fields

Contact us online or call us on 0191 377 8377

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