Our aim is that each learner will gain the skill set required for dealing with abusive customers to apply to their job.
- Building rapport, communication and trust with clients
- Understanding different personality types
- Use effective interpersonal skills to improve negotiating outcomes
- Managing the conversation
- Defusing and hot phrases to avoid
- How to recognise aggressive behaviour
- 6 Steps to dealing with difficult and aggressive people
- Proposing a solution that you can deliver on
- The importance of delivering on our promises
Please Note: Each delegate will leave the course with an action plan for the workplace