Business Skills

Dealing With Challenging Customers

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.

Course Dates

Locations Duration Course Dates Times Enquire
Glasgow 1 Day From 24 Jan 2019
  • 24 Jan 2019 09:00 - 16:00
09:00
1 Day From 13 May 2019
  • 13 May 2019 09:00 - 16:00
09:00
1 Day From 8 Aug 2019
  • 8 Aug 2019 09:00 - 16:00
09:00
1 Day From 27 Nov 2019
  • 27 Nov 2019 09:00 - 16:00
09:00
Edinburgh 1 Day From 30 Sep 2019
  • 30 Sep 2019 09:00 - 16:00
09:00
West Midlands 1 Day From 20 Aug 2019
  • 20 Aug 2019 09:00 - 16:00
09:00

Key Benefits

  • 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

Who Should Attend

Delegates looking to receive advice and guidance to support dealing with difficult customer groups confidently, professionally and calmly.

Prerequisites

No previous experience is required.

Duration
1 Day
Locations
  • Glasgow
  • Edinburgh
  • West Midlands

Enquire About This Course