Who is it for?
Our Managing Difficult And Demanding Customers course is for anyone who has to maintain professional customer service when dealing with difficult customers, either face-to-face or on the phone.
What is it about?
This course gives front-line personnel the skills to react calmly and positively with difficult customers. It offers an understanding of the causes of difficult behaviours and effective techniques to diffuse them. Delegates will learn how to distance themselves from any personal remarks and respond professionally without entering into arguments. Please note: this course covers verbal aggression only – not physical aggression or violence.