Help staff handle difficult customers to get the best outcome without stress
Help your people learn how to handle sarcasm and intimidatory comments
Watch as an irate relative becomes aggressive towards a nurse
Boost Morale & Staff Retention
Reap the benefits of less absenteeism and improved service delivery
Give your staff the skills they need to deal with difficult customers. This DVD shows different techniques for handling angry and aggressive customers, and includes ways of dealing with aggressive behaviour using simple body language. You will be able to help your staff handle difficult customers in a way that will reduce their stress and satisfy the customer too!
This training film demonstrates different techniques for dealing with difficult customers. Watch as the learning points are illustrated in three different situations:
The offices of a council
A financial organisation
A hospital ward
You will be able to transform difficult customers into satisfied customers. And your organisation will reap the additional benefits of better staff retention, less absenteeism, higher morale and improved service delivery.
What is covered in ‘Dealing With Difficult Customers’?
‘Dealing With Difficult Customers’ uses realistic drama to cover:
What to do when someone starts shouting
How to handle sarcasm and intimidatory comment
How to deal with an aggressive person
Techniques to calm customers
How to use body language to placate a customer
How to stop conflict escalating
Skills for defusing anger
5-step technique to deal with difficult customers
What is included in the resource?
There are five components included in this resource:
The core of this learning resource is the 20 minute film that illustrates the learning points using realistic drama. For fast and effective learning, the programme can been used on its own.
This booklet provides support for all the learning points and and can be using to conduct a group learning session, or an individual learning session.
The aide memoire contains learning points covered in the film.
The hand-out contains all key learning points for learners to take away.
Certificate of Attendance
The certificate can be used to confirm a learner’s attendance at a 'Dealing With Difficult Customers' session.
How much does the resource cost?
There are two purchase options:
DVD only: £999 + VAT
Full resource: £1,299 + VAT
You can preview the whole programme by filling in your details below. This service is completely free. You will be sent the resource to preview for 7 days.