Training Course
Customer Care Dealing with Difficult and Aggressive Behaviour
Course Duration: 1 Day
Course Overview
This course will give the participants the opportunity to develop the skills to deal with difficult and aggressive behaviour. Delegates will have the opportunity to examine the phases of aggressive behaviour and develop an approach to remain in control. They will be able to identify triggers which may provoke an incident; understand the tactics for dealing with the situation and methods to deal with the aftermath.Prerequisites
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- There are no prerequisites for this course.
Course Content
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Key Topics:
Customer Care and its benefits
Perception
Personality Types
Empathic Listening
Asking the right questions
Dealing with Difficult Customers
Handling customer complaints
How to say no nicely
Phases of a difficult incident
Behaviour to avoid
Techniques and skills for defusing difficult situations
Defusing difficult situations – principles for Action
Signalling non-aggression
Personal development planning
Included with this course
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- Lunch and refreshments when training is delivered at our training venues
- Comprehensive course materials and exercises
Public Scheduled Course Dates
Prices per delegate. All prices exclude VAT.
28 Aug 2025
Durham
£395
19 Nov 2025
Durham
£395
Private Training
Private course
Flexible date and location
Please quote for prices
-
Public Dates
Prices per delegate. All prices exclude VAT.28 Aug 2025Durham£39519 Nov 2025Durham£395Private Courses
Private courseFlexible date and locationPlease quote for prices -
Customer Care Dealing with Difficult and Aggressive Behaviour Course Options
Please contact us to discuss options for this coursePrivatePrivateFlexible course content, flexible training date(s), flexible location(s), variable course length, private to your organisation - Courses can be held at one of our training venues or at another location convenient to you. Training can be set over a number of days or weeks to allow for practice time between training sessions.BespokeBespokeBespoke private training can be based on an existing course or a number of lessons taken from several courses, we can also write bespoke courses for you based on your in-house systems or development program.VirtualVirtualThese courses can be attended from anywhere.
- Virtual Training
How would you rate the course content overall
Given very helpful and useful guidance
S.O. Railway Housing Association, Customer Care Dealing with Difficult and Aggressive Behaviour
How would you rate the facilities overall
Excellent modern facilities
S.O. Railway Housing Association, Customer Care Dealing with Difficult and Aggressive Behaviour
Any other comments or recommendations
Excellent informative course
L.M. HBC Vehicle Services Ltd, Customer Care Dealing with Difficult and Aggressive Behaviour
Any other comments or recommendations
Brilliant and well presented
F.R. HBC Vehicle Services Ltd, Customer Care Dealing with Difficult and Aggressive Behaviour
Very good, patient presentation. [The trainer] was very knowledgeable and very helpful
B.O. ESH Group, Microsoft Project Essentials
[The trainer] was fantastic, an absolute credit to the company. Very well presented and engaging throughout very knowledgeable.
L.R. Public scheduled course, Excel Level 3
All aspects greatly improved my knowledge.
P.T. Bruker JV UK Ltd., Excel Level 3
An all round great course, thanks once again.
S.F. Nissan, Excel Level 2
Public Scheduled Courses
Prices per delegate. All prices exclude VAT.
28 Aug 2025
Durham
£395
19 Nov 2025
Durham
£395
Private Courses
Flexible dates, location and content. All prices exclude VAT.
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Please contact us to discuss your Customer Care Dealing with Difficult and Aggressive Behaviour course, we have many solutions available to ensure you receive the best training possible.
Learn with IT Training Solutions. Small course sizes. Course materials included. Flexible Customer Care Dealing with Difficult and Aggressive Behaviour course content. Expert trainers and tried & tested training methods. Many course materials available online using your personal training account.
Please contact us to book a place or request a quote for your Customer Care Dealing with Difficult and Aggressive Behaviour course.
IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:8/2/2025 8:50:40 PM
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:8/2/2025 8:50:40 PM