90 minute, half & full day workshops

Customer Service:
Challenging Behaviour
Training Courses

If you work with customers, sometimes they will be unhappy, and express that unhappiness through challenging behaviours. These training workshops will offer ways to contructively deal with such situations.

Customers may be disappointed for any number of reasons, most if not all of them not your fault. As a result they can be aggressive, abusive, dominating, bullying: It may not be aimed at you personally, but it will feel personal. These courses will offer ways in which you can offer a positive and professional response in such provocative circumstances.

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Challenging Behaviour Course Content

Choose your response

However the other person is behaving, you can always choose your response. They are choosing their behaviour, so you can choose yours. There are several techniques you can use to help you do this.

Sorry - Glad - Sure

This three step approach helps you acknowledge the customer, reassure them, and commit to action - all of which add up to a positive response which may help change the customer's mindset and behaviour.

Saying ‘No’

Sometimes a customer will ask for something you are unable to deliver - in other words, you ought to say no. For anyone who finds 'saying no' difficult, there are some useful techniques and words that can help.

Consequence Assertion

A useful tool to help anyone stand their ground when under belligerent or browbeating pressure... Hopefully you won't need it, but if you do...here's how to do it.

Interpersonal skills

Acknowledging their situation or request, showing that you are listening, asking calming questions, having appropriate body language and empathy, will all help diffuse any tension and build a more positive relationship.

Who is challenging behaviour training for?

Our challenging behaviour courses are ideal for anyone managing or delivering a first response to customers who are unhappy or behaving in a challenging way. This workshop provides simple yet effective tools and techniques for a positive response. They may be particularly helpful for anyone who wants to:

 - learning outcome Choose their response, no matter how the other person is behaving.
 - learning outcome Learn what to say as an immediate and helpful first response.
 - learning outcome Be able to 'say no' with confidence.
 - learning outcome Stay calm and in control when the customer is being both belligerent and persistent

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Challenging BehaviourTraining Activities

The three courses move from principle to practice. The short course identifies scenarios experienced by participants in which they've had to face challenging customer behaviours, and share their responses; they then are introduced to some of the key response ideas and techniques. In the half day course these are discussed and tested; and in the full day, participants are faced with further scenarios in which they practice and develop these core skills.

Never 'death by powerpoint'

We always provide a variety of learning approaches in each of our workshops.

Each workshop typically includes learning input from the trainer, supported by a range of mixed media, interactive elements, discussion and group work. Most workshops also include case work and practical skill-development activities to apply the learning, with more time dedicated to this in the longer courses.

'Want more?' resource pack

In addition to providing a copy of any slide deck, we always provide a ‘want more’ section, of curated resources including book summaries, podcasts, downloads and articles.

good practice guide
role play & simulation
your ideas & suggestions
solo activities
paired activities
casework
core learning input
The course was over too quickly, and had definitely whetted my appetite. The ‘want more’ section was a brilliant additional support, allowing me to explore the topic further.

What are the benefits of challenging behaviour training?

Acquiring a range of helpful techniques
Improved confidence
Increase in customer satisfaction
Being able to choose a positive response

Challenging Behaviour Training Courses Frequently Asked Quesitons

How might my own behaviour make matters worse?

As humans, we tend to catch dominant moods - so if someone raises their voice, we tend to follow suit. So try not to be 'infected' by the other person's behaviour. You may also have unhelpful behaviours yourself which you aren't aware of, or aren't intended to make matters worse...

I seem to get more than my fair share of difficult behaviours - why is that?

There are probably three main reasons: firstly, you think that is the case, because of your limited but negative exposure. You may simply be unaware how widespread poor customer behaviour is; secondly, as mentioned above, you may accidentally say or do something that unintentionally makes matters worse; and thirdly - you could just be unlucky - for example the golfer Lee Trevino has been struck by lightning 3 times...

What is zero tolerance, and when does it apply?

As the name implies, zero tolerance is a refusal by any company employee to continue the interaction, whether face to face, or over the phone. When this should apply is a matter for each company to decide, and it should make these 'zero tolerance triggers' clear to all staff - ideally in ways that are not open to interpretation, so staff feel confident in their actions.

Which of these challenging behaviourcourses would be best for my frontline staff to take?

If they are new and/or inexperienced, then the full day course would be best, to give them the best chance of embedding the key skills and techniques, and so build their confidence in them; for more experienced staff, either the short or half day course may be enough, depending on how much staff would welcome the opportunity to take a time out to share and reflect, and learn new skills.

Related courses & resources...

assertiveness course... 90 minute, half & full day workshops Assertiveness Courses Saying no, holding your ground, being firm but fair – these and more will be covered in these training courses. How do we respond when put under pressure? How do we want to respond? It’s not about being assertive fo...
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For workshops and coaching sessions, you can check availability & book using the form below. Pay now online, or later by invoice - it's up to you.