Customer Service: Challenging Behaviours

For anyone managing or delivering a first response to customers who are unhappy or behaving in a challenging way. This workshop provides simple yet effective tools and techniques for a positive response.
This outline is for the half day workshop... for an outline of the full day and bitesize (90 minute) version, please get in touch.

Learning Outcomes

Front line staff feel equipped to respond in a skilled & confident manner
Such staff have less anxiety in dealing with challenging customer behaviours
Staff remain in control when facing such challenging behaviours
Staff know they will be fully supported by their managers in using such responses


Facing challenging behaviours: your experience and possible responses
5 key techniques for face to face and over the phone responses
Putting the learning into action: case work
Your good practice guide for first response

Learning Approaches

core learning input
role play & simulation
your ideas & suggestions
paired activities
solo activities
good practice guide

We're always happy to customise... just get in touch :-)

I enjoyed the participation with colleagues… Lots of resources which I will use going forwards when dealing with more challenging customers.
- Participant, Weaver Vale Housing Trust

You might like...

For anyone who wants to examine in more detail the power of the spoken and written word – how little things can make a big difference.
For anyone that wants to provide excellent customer service and wishes to start with individual responsibility for making a positive difference, leading to a more strategic view of comprehensive customer service across the organisation as a whole.
A short video offering a simple technique for saying no in a positive and helpful fashion...
learning finder