Dealing with Complaints and Aggression
- How to handle and resolve Complaints
- How to diffuse aggressive situations
- To examine the Philosophy of Communication
What to expect
- 24 months post training support included .
- Tailored and bespoke programme options .
- Our experienced training and logistics team in the last 23 years have assisted 204,432 people .
- Over 14,060 organisations trained .
- We are rated 'Excellent' on Trustpilot and 98.8% of our customers recommend us .
- Delivery UK wide and international (75+ countries delivered) .
Suitability - Who should attend?
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.
Training Course Content
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 CommunicationFrom Objection to Opportunity
Aggressive Types
What is a ‘trigger'?
Mind the Gaps
The Unconscious Pull within two conflicting parties
Better Outcomes
Assertive DynamicsHow to diffuse Aggression
Just being and saying nothing
The ambition of Service
Promoting Change
Expenses
Prices on application. Contact us for quote.
Request information - obligation free
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STL
1 Northey Street, 2nd Floor, CA House
E14 8BT London
STL
Helping businesses improve performance with proven learning and development solutions. London-based with a global reach. STL seek to provide an unrivalled value and quality service, enabled by our strong working culture. Our 500+ courses deliver learning solutions across leadership and...
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