Dealing with Complaints and Aggression

Course summary
1 day
Corporate Training for Teams
STL courses

Dealing with Complaints and Aggression

Courses never cancelled. Last minute rescheduling. 24 month delegate support forum. And more... How to handle and resolve Complaints
How to diffuse aggressive situations
To examine the Philosophy of Communication

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 Communication
From Objection to Opportunity
Aggressive Types
What is a ‘trigger’?
Mind the Gaps
The Unconscious Pull within two conflicting parties

Better Outcomes

Assertive Dynamics
How to diffuse Aggression
Just being and saying nothing
The ambition of Service
Promoting Change


Prices from £1800. Promotional rates often available the further ahead you book. Contact us for quote.

Provider: STL

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Contact information for STL


Greater London
STL, 2nd Floor, Cruising Association House
E14 8BT 1 Northey Street

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