Aim:
To provide staff with the understanding and skills necessary to defuse or cope with dissatisfied customers including those who may be angry or aggressive.
Objectives:
By the end of the course participants will:
- have explored what makes customers feel dissatisfied or angry
- understand the principles of assertive communication when interacting with customers
- be better able to approach dissatisfied customers in a respectful and open manner, avoiding assumptions or defensiveness
- have identified ways to prevent and defuse potentially difficult situations with customers including active listening techniques
- have learned how to recognise and manage their own feelings when dealing with dissatisfied customers
- take away skills for managing customers’ anger if it occurs
Course Duration:
This is a one day course
About the course:
The course will be informal and participatory in nature. It will involve exercises and group work in pairs and small groups as well as in the whole group. Group members will be asked to take part in discussions around the issues raised by exercises. The course will draw upon the experiences of the participants and will involve practising assertive communication techniques
