Catalogue

Course Overview

Are you able to keep a cool, professional head when dealing with an angry customer? Learn how to defuse anger as you work on resolving the issue and build an adult-adult, problem solving approach in an emotional situation.

Key Learning Points:

• How to defuse anger
• How to resolve issues
• How to remain cool and calm when things go wrong
• Learn some problem solving tips
• How to resolve complaints in an efficient and professional manner

Course Outcomes:

• Understand how adult-adult interactions aid problem resolution
• Understand how to avoid parent/child responses by guiding the relationship through a positive process to achieve resolution
• Be able to avoid an emotional response and remain calm in challenging situations
• Ensure the complaint is followed up thoroughly to complete resolution

Target Audience

All customer facing employees