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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.
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

 

 

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

Printed: 23 Mar 19

 

 

 

Contact us

  • 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