Defusing Hostile Customers

1 day course

Employees on the 'firing line' have to deal with the stresses, great and small, resulting from having to deal with angry, frustrated customers. Angry customers can eat up loads of organisational time and energy, particularly when they decide to climb the organisational ladder with their complaints. Employee safety can be threatened by angry customers. It just isn't fun, and it's no laughing matter.

Course designed for anyone dealing with hostile customers.

Course Aims and Objectives

At the end of the course the participant will:

• Memorise vital information
• Discover the nature of hostile and abusive behaviour
• Develop the art of self control
• Appreciate the benefits of co-operative language
• Use verbal self defence techniques

The course will also cover:

• Dealing with non-verbal intimidation
• Learning the 'dis-engaging' technique
• Problem solving
• Assertive limit setting

What's Included?

• Instruction by an expert facilitator
• Specialised manual
• 30 day e-mail follow up
• Certificate of attendance

Fees

On-site: minimum of 4 participants £800 + VAT (i.e. £200 + VAT per participant)
Each additional participant £100 + VAT
There are no other costs

Open public course: £395 + VAT per person

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