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Training Course Outlines
- Assertive Communication Skills
- Managing Meetings
- Customer Care to a Diverse Community
- Defusing Hostile Customers
- Minute Taking
- People Management
- Presentation Skills
- Recruitment and Selection Skills
- Time and Stress Management
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 on-site course. For up to 10 delegates.
Course designed for anyone dealing with hostile customers.
Course Aims and Objectives
At the end of the course the delegate 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