Defusing Hostile Customers

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.

A 1 day course. For up to 10 participants.

Course designed for anyone dealing with hostile customers.

Course Aims and Objectives

At the end of the course the participant will:

• 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

Public Courses

Workshop registration 9:00am-9:30am, finish 4:30pm. Your investment? £225 + VAT. This includes all workshop materials, refreshments and lunch.

In-House Training

An in-house one day course, anywhere in the UK, costs £1050 + VAT for up to 10 delegates. This price is inclusive of trainer's fees, expenses and all course materials.

Want to Know More?

For more information on public courses, in-house training or one-to-one coaching:

>> Fill in this enquiry form

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