Course Overview
There is always a reason for behaviour. This is a simple truth, and when someone is complaining, and perhaps being aggressive, there is always an underlying driver of this behaviour. The skill is in determining what lies behind the behaviour, and then in looking after the “human” element and the underlying emotion driving the behaviour, before focusing on in house processes and procedures.
Too often an un-skilled representative takes a defensive stance in the face of a complaint, which compounds the problem, and the battle ground is set!
It may well be that “we” are inadvertently triggering the customer’s negative behaviour, or exacerbating it, and it is important that anyone in a customer facing role has an increased awareness of the impact their own behaviour has in driving outcomes.
It is vital that the customer service representative reacts calmly, positively and professionally when dealing with difficult customers either face-to-face or on the telephone, ensuring they defuse the situation as swiftly as possible and obtain a resolution that meets, and ideally exceeds, the customer’s expectation. This GBS course teaches the representative how to remain calm, feel confident in handling a complaint, be able to identify the underlying drivers of the aggression, and be able to win back a customer’s confidence in your organisation.
Please note, this course can be delivered as virtual instructor led training (VILT), face to face, or it can be delivered with a blend of both formats. We will customise the content and duration in line with your learning and development requirements.
Typical learning outcomes
- Understand what triggers difficult or aggressive behaviours
- Demonstrate ways of dealing with difficult people situations
- Understand how your own behaviour and attitudes can affect and influence the behaviour of others
- Learn the importance in demonstrating listening as a tool to neutralise negativity
- Distance yourself from personal remarks and remain professional at all times
- Recognise tactics and strategies used by others
- Be aware of techniques to ensure personal safety
- Practise confidently and assertively saying ‘no’ when you are unable to say ‘yes’
- Increase confidence in being able to deal with difficult behaviour
- Be able to identify the drivers of difficult behaviour
- Develop a personal action plan
Course format options
Other Customer Service and Sales Courses
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