Dealing with Complaints and Aggression

Who is this course for?

This workshop is for all those who know there is a better way to react, one that can protect company values, reward individuals with emotional resilience, improve a fan base, impress reputation and identity
and have a far-reaching impact on both brand and business acumen.
This workshop can help balance your ability to handle difficult situations with a far greater appreciation of what a successful outcome can look like. It is for every professional who has: a passion for customer service, strives for internal leadership, or simply has a desire to learn more about coping mechanisms and methods to handle complaints.

Objectives

• How to handle and resolve Complaints
  
• How to diffuse aggressive situations
  
• To examine the Philosophy of Communication
  

Benefits

Through open discussion and practical examples, we will examine method and ideology that present better ways to acknowledge how to deflect and respond, the way we communicate and real-life scenarios of why customers complain, and why others get angry.
This workshop aims to turn an initial negative interaction into a positive investment in your personal growth. In it, we’ll learn how to effectively manage such events and to recognise the individual triggers which bring up conflict (the unconscious pain-body) within us. These triggers can take the form of retaliation instead of reconciliation, or reprisal rather than revival.
We shall also see the effect of social media and the stigma of personal opinion which hold far more impact than ever before.

It’s Never Personal

Why do people get angry?
Situations we have faced
It’s not enough to be right
The People Perspective
Cases of social media

The Philosophy

The Keys to Communication
From Objection to Opportunity
Aggressive Types
What is a ‘trigger’?
Mind the Gaps
The Unconscious Pull within two conflicting parties

Better Outcomes

Assertive Dynamics
How to diffuse Aggression
Just being and saying nothing
The ambition of Service
Promoting Change

Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.

Lunch

Lunch is provided at a local restaurant or pub. Browse the sample menus:

• Bloomsbury
• Limehouse
• Southwark

Breaks and timing

Courses start at 9:30am.

Please aim to be with us for 9:15am.

Joining information (how to get to our venues)

Refreshments

Available throughout the day:

• Hot beverages
• Clean, filtered water
• Biscuits

Virtual training

Regular breaks throughout the day.

Learning tools

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered by qualified trainers online.