Difficult Customers: Dealing With Angry Clients
- Unit value:
This course is designed for individuals working within customer services, who wish to gain insights, techniques and tools for dealing with difficult and angry customers.
During this course attendees will:
- Identify how difficult situations with angry clients can occur, develop and escalate
- Consider conflict management strategies for dealing with anger in others
- Explore a toolkit of communication skills that can be used to defuse anger
