Complaints Management and Strategy

RAGE TO REASON – Handling Difficult Customer Behaviours

Rage and anger – a road to resolution

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Rage and anger - a road to resolution

This program is designed to equip customers with the skills to handle difficult customer behaviour.

What do you do when a customer has a complaint and it has escalated to a point where the customer may behaviour aggressively or unreasonably? The course looks at rage and anger and how it can be handle to a point where there is a road to resolution.

It is a professionally facilitated programme with trainer led presentations, discussions and group work that models real experiences and work-based situations that will help you build and implement best practice in handling aggressive customer complaints.

THIS COURSE WILL ENABLE YOU TO:

Understand the variation in a complaints mix
Look at the psychology of rage and anger. What behaviours are associated with each and how are they different
The importance of emotions
Exploration of strategy as to how best to handle raging customers
Proceed down the road to resolution
Review and reflection
Handling your self – Resilience

Get in touch to request more information.