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Turn the heat down on escalating interactions.
Do you or your team deal with demanding, emotional, or aggressive customers, being the deliverer of bad news or denied requests, or having to tell customers things they simply don’t want to hear?
Challenging customers and escalating behaviour can lead us to feel overwhelmed and powerless. This half-day workshop aims to help customer facing employees keep calm, confident and in-control.
This half day workshop supports learners to recognise the signs of a situation escalating and identify ways to de-escalate it, including:
Those in customer facing roles wanting to gain the confidence and know-how to respond to escalating customer behaviour.