Equipping Professionals to Handle Difficult Clients with Confidence and Poise
Building Resilience in Challenging Interactions
Mastering Client Interactions: Training for Effective Communication and Safety
WHO IS THIS TRAINING FOR?
- Central government, local government, corporates, retail organisations, call centres, and those in the medical fraternity
- All individuals who have contact with clients, whether face-to-face, over the phone, or through correspondence
WHAT DOES THE TRAINING INVOLVE?
- Maintaining professionalism, and organisational values, visions, and goals
- Developing a customer-focused approach to meet organisational expectations
- Handling unexpected and challenging client interactions, including aggressive phone calls, verbal abuse, threats of violence, and aggressive correspondence
How long does the training last?
- One to two days, providing comprehensive coverage of essential topics
Skills and experience required to deliver the training:
- Experience in dealing with aggressive and difficult clients in various contexts
- Ability to conduct meetings with clients safely, both on-site and off-site
- Familiarity with implementing safety parameters and precautions, including the involvement of other staff members
WHAT ARE THE EXPECTED OUTCOMES?
Outcomes for the organisation:
- Increased competence in managing and effectively responding to difficult client complaints
- Implementation of sound processes to address client grievances
- Enhanced understanding of legal aspects related to aggressive behaviour and self-defence
- Improved ability to set and manage client expectations for a safer working environment
Outcomes for the attendees:
- Boosted confidence in handling difficult client interactions
- Acquired skills to manage expectations and communicate effectively
- Knowledge of relevant laws and safety measures when dealing with aggressive clients
- Increased competence in setting boundaries and ensuring organisational safety
Contact Big Red Training about Dealing with Difficult Clients Training for my organisation
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