Dealing with Difficult, Angry and Aggressive Customers

SCHEDULE

September 10 to September 11 Abu Dhabi, United Arab Emirates Register
November 8 to November 9 Abu Dhabi, United Arab Emirates Register

COURSE AIMS

Occasionally a customer’s behaviour may fall short of normal standards. No one likes being stuck in traffic, or working for a boss who does not appreciate you, or doing additional work with no ‘Thank you’.

Keep in mind that 99 times out of 100 you are not the object of their anger. There may be other reasons, nothing to do with you.

Learn how your verbal and non-verbal communication styles tend to calm or escalate a situation. Acquire key skills and confidence to proactively manage the negative behaviour of difficult customers.

WHO WILL BENEFIT FROM THE COURSE?

Customer facing professionals who would like to raise their understanding on the background to conflict and the mindset of difficult customers.

WHAT WILL YOU GAIN FROM THIS COURSE?

  • Understand the contributing factors which can lead to customers being difficult, angry or aggressive
  • Know the workplace factors which affect your ability to deal with these customers
  • Explore ways to identify and avoid communication mistakes
  • Use techniques to re-focus irrational conflict behaviour
  • Differentiate between confidence, assertiveness and aggression
  • Use a range of responses to deal with those behaviours
  • Learn how to become confident in your own abilities and what you say
  • Listen, appreciate and understand the behaviour of others
  • Know how to manage your initial reaction to customers
  • Explain how conflict escalates
  • Respond to conflict in ways which will prevent the conflict escalating
  • Use collaborative communication techniques to defuse the conflict and create a positive outcome
  • Learn how to calm aggressive people down and ‘turn them around’
  • Knowing how to deal with:
    • Conflict with Customers
    • Conflict within Teams
    • Conflict between Individuals
    • Inner conflict
    • Conflict in organisations: between teams and between managers and their people

SAMPLE COURSE CONTENT

Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Understanding Different Personalities
  • What is Your Personal Style?
  • Self-Assessment
  • Recognising Other’s Styles
  • Communicating with Others Styles
Understanding Customer Needs
  • Effective Listening
  • Questioning Techniques
  • Probing
  • Summarising the Conversation
Knowing your Boundaries
  • Confidentiality and Discretion
  • Resources Available
  • Knowing When to Escalate a Problem
Projecting a Professional and Competent Image
  • Effective Communication in All Situations
  • Verbal and Non-Verbal Communication
Assertiveness
  • What is Assertiveness?
  • What Assertiveness is Not!
  • Being Assertive with an Aggressive Customer
  • Learning How to Say ‘No’ Assertively
  • Negotiating a ‘Win-Win’ Situation
Dealing with Different Situations
  • Dealing with Sudden Changes in Behaviour
  • Threats; Verbal and Non-Verbal
    • Sarcasm
    • Blaming
    • Manipulation
  • Focusing on the Issue and Not the Situation
  • Identifying When to Bring in a Third Party
Presenting a Solution
  • Knowing How to Present a Solution
  • Giving the Customer the Power to Resolve Things
  • Identifying What will Make the Customer Happy
Take Action and Follow-up
  • Agreeing on a Solution
  • Taking Immediate Action
  • Taking Down the Contact Details
  • Giving the Customer the Feeling of Control
  • How to Go Above and Beyond Your Customer’s Expectations

METHODOLOGY OF TRAINING

The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly language and cultural differences. It is through active participation that the adoption and application of theory is expedited.

Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveal untapped skills of the delegates through:

  • Group discussion
  • Individual and syndicate activities
  • Individual and group tasks
  • Case studies
  • Role plays
  • Audio and video evaluation
  • Action planning
  • Experiential learning games
  • Presentations

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P.O. Box 44705, Abu Dhabi,
United Arab Emirates
Phone: +971 2 6740340
Fax: +971 2 6743554

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P.O. Box 334058, Dubai,
United Arab Emirates
Phone: +971 4 2566414
Fax: +971 4 2566424