Dealing with Difficult Customers

Angry Customer

Your staff members increasingly have to deal with difficult situations or face angry customers. Whatever the situation, they need to be confident in their ability to handle it in a way, which effectively deals with the problem or client, whilst maintaining their own safety and the needs of the business.

By the end of the course you will have been helped to:
  • identify what constitutes difficult behaviour in customers

  • recognise the emotions generated when dealing with difficult customers

  • understand the “Attitude Loop” in dealing with situations
  • learn some techniques to manage your own anxieties and anger

  • understand and practice the skills required to manage difficult clients


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