Dealing with Complaints and Aggression

Course summary
1 day
Next available date: - United Kingdom
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 ComplaintsHow to diffuse aggressive situationsTo 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 identityand 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 PersonalWhy do people get angry?Situations we have facedIt’s not enough to be rightThe People PerspectiveCases of social mediaThe PhilosophyThe Keys to CommunicationFrom Objection to OpportunityAggressive TypesWhat is a ‘trigger’?Mind the GapsThe Unconscious Pull within two conflicting partiesBetter OutcomesAssertive DynamicsHow to diffuse AggressionJust being and saying nothingThe ambition of ServicePromoting 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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