Dealing with Difficult and Aggressive Callers

Overview

Most people have encountered at least one awkward customer who demands attention, frustrates staff, uses up a lot of valuable time, and makes unreasonable requests. The challenges posed by these types of customers can sometimes overshadow the benefits they bring to the organisation.

This training is designed to reduce conflict situations, improve working relationships with difficult customers, protect your business image and create measures to avoid recurring problems.

Who will benefit?

For people who have experienced difficult customers and who haven’t had any previous training in dealing with this.

How will it help you?

By attending this virtual training, you will learn how to –

• Deal with difficult or unreasonable customers with confidence
• Stay calm and professional during stressful situations
• Defuse difficult situations
• Phrase difficult messages in more positive ways

Content

• Defining aggression
• Causes of aggression – Dealing with the caller’s perceptions and expectations
• Acceptable and non-acceptable levels of behaviour
• Understanding our own behaviour and its effect on others
• The role of listening when dealing with angry callers
• Strategies that effectively diffuse difficult client situations and the angry or complaining caller
• Options instead of saying ‘NO’
• Essential skills for not getting emotionally hooked with the difficult or angry customer