Customer Service Training (CST).

Managing Difficult Customers (face to face or on the phone)

Training Methods Available

  • Pre-recorded Webinar (1 hour max)
    • Includes self assessment & certificate of completion

Course Content

  • Definitions & Legislation
  • Legal Issues
  • Triggers of Anger
  • Warning Signs of Anger
  • Customers Stress Cycle
  • De Escalation Strategies
  • Managing Conflict
  • Risk & Threat Assessment
  • Proactive to Reactive Responses

Learning Outcomes

  • Understand the Legislation & Legal Issues
  • Apply De Escalation Strategies
  • Understand Proactive to Reactive Responses
  • Demonstrate How to Manage Conflict

Training is  evidence & strength based, and customized to suit your organisation. Our training is to develop pro-active, confident staff that feel both secure and safe while dealing with difficult customers. The flow on effect will then lead to happier customers and increase in profit, All behaviour management training meets the worksafe guidelines across states and territories for managing aggressive behavior in customers.