Dealing With Challenging Customer Behaviour - 1 Day

Applicable For: All customer facing staff

Overview

All customer-facing staff will, at some time in their career, have to deal with customers who behave in a difficult or challenging manner. These situations can be stressful for the staff members and can damage the service experience for all customers.

The aim of this course is to provide staff with the techniques to anticipate and manage challenging customer behaviours and the confidence to use them wherever and whenever difficult customer behaviour occurs.

Difficult behaviours addressed in this course include the best ways to deal with aggressive complainants, uncooperative and anti social behaviour (e.g. smoking in inappropriate places, littering etc) abusive or insulting behaviour (e.g. sexist or racist remarks) and customer disputes.

The course is designed to be both practical and relevant to the day-to-day challenges that customer - facing staff have to deal with every day.

Key Issues

• What is a difficult customer
• Why we need to be able to manage difficult customers
• Why do people behave in a difficult and challenging manner
• How does difficult behaviour present itself at work
• What can I do to manage difficult or challenging behaviour in an assertive manner
• What can I do to develop my abilities to manage difficult behaviour at work

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