Back to Search Results

Training Course Summary:

*PRICE BASED ON 2 PEOPLE ATTENDING AT A COST OF £395 PER PERSON WITH 6 WEEKS*

This course helps identify difficult personality types and how to deal with them effectively and provides the skills necessary for dealing with hard-to-handle people.

Who Should Attend:

Front line staff who wish to improve their skills at handling difficult people in challenging situations.

Training Course Overview/Content:

Recognise classic profiles of difficult people and strategies for handling them
Pre-empt challenging situations and avoid escalating them further
Recognise personality types with which you may clash· Handle aggressive behaviour
Calm angry, upset and unresponsive individuals
Timetable

09:30 - 10:00 Coffee & Course Objectives

10:00 - 11:00 A Difficult Exercise

11:00 - 11:15 Coffee

11:15 - 11:45 Identifying Customer Types

11:45 - 12:15 Customer Types - Behaviour

12:15 - 13:00 Strategies for Dealing with the Different Customer Types

13:00 - 13:45 Lunch

13:45 - 14:30 Why Does a Customer Complain?

14:30 - 15:00 Dealing with Complaints

15:00 - 16:15 Complaint Recordings
(Includes working coffee break at 15:30)

16:15 - 16:30 Assignment16:30 Summary & Action Plans Agreed