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Course ID: 34901
 Trainer ID: 1000053

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Please See Below For Course Information On 'Dealing with Challenging Customers'



Overview

Dealing with customers can be daunting even for the most experienced
member of staff; customers can and do react to situations differently. This one
-day course will help delegates deal face-to-face with customers confidently,
professionally and calmly.

Who is it for?

No previous experience is required.

What will I learn?

• Be able to define what a customer is and identify internal and external
customers within the organisation
• Identify the difference between positive and negative behaviours
• Differentiate between angry and aggressive behaviour
• Understand and recognise the phases involved in a difficult incident
• Be aware of several triggers that can cause an incident
• Gain tactics for diffusing difficult situations and be able to use these
when dealing with challenging customers

Additional Notes

This is a 1 day instructor led course.