Managing Confrontational Customers


Next Open Online Half-Day Programme

Date: Tuesday 6th December 2022

Time: 9.30am – 12.30pm

Cost: €95.00



Managing Confrontational Customers


Forming part of the Customer Sales & Service Excellence Programme, this virtual 3-hour programme is a highly interactive and thought provoking workshop. It is packed with activities and exercises that aims to stimulate a solution and positive mindset. It is suitable for up to 12 participants with each participant receiving their own learner journals and handouts.

Who is it designed for:

The programme is for anyone working in a Customer Service role.

Learning Outcomes:

  • Customer Service – An Understanding
  • The Drivers behind our Attitude
  • Language and Offensive Phrases
  • Effective Communications Skills
  • Strategies to de-escalate Negative Responses
  • Maintaining Resilience 


An Overview of Modules


  • Customer Service – The Hall of Shame or Fame
  • The Triple AAA Code and Expectations
  • First Impressions and The Mehrabian Myth
  • The ABC of Attitude
  • Mindful Listening
  • Effective Questioning
  • Managing Aggression
  • Staying Resilient


Register your Interest.

If you would like more information, a detailed brochure, the opportunity to discuss an in-house delivery of this programme or further dates for the open programme please complete the attached and I will get back to you.

I am interested in:

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