Dealing with Difficult, Angry or Aggressive Customers
What is covered in the course?
- What is the difference between difficult, angry and abusive customers?
- How can I respond in each instance without escalating the situation?
- What external factors might be contributing to customer hostility?
- How can reflective listening help me demonstrate empathy and understanding?
- What is collaborative language and why is it relevant to conflict resolution?
- How and why should I use effective questioning to gather information?
- What workplace and environmental factors can I change or be more aware of?
- How can I manage my own emotions and stay calm under pressure?
Should I attend?
Professionals wanting to handle difficult customer situations better – regardless of their level – should attend.
How will I benefit?
Developing your conflict resolution skills will have direct positive impacts on your professional performance and experience. You’ll exit the course with a toolkit relevant to every interaction you have and feel confident working with customers from first complaint to resolution.
How will my organisation benefit?
Your new skills will help your organisation save customer and stakeholder relationships they may currently be losing, and develop a name for service excellence. You’ll also be able to share new strategies and tools with colleagues—improving empathy and communication capabilities across the organisation.
AQF Equivalence, Articulation Pathways CPD Points and Certification
- Participants will receive a hard copy University of Adelaide Certificate of Completion.
- This PACE course may contribute to earning Continuing Professional Development (CPD) points or credit. Many professional associations accredit CPD at a standard rate of 1 hour of professional development / learning = 1 CPD point. This should be used as a guide only and confirmation should be sought from your accrediting body prior to registration in any PACE course or program.
Available course dates:
No dates for this course are currently being offered. Please register your interest for future dates by emailing firstname.lastname@example.org