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Dealing with Difficult or Hostile Customers

Dealing with Difficult or Hostile Customers

Provides overview of stresses and pressures when dealing with customers who are volatile or hostile.

Duration: 1 Hour
Price per person: $49.00

Overview

Dealing with the general public on a daily basis normally involves minimum stress. However, there may be times when customer or client concerns escalate into a stressful or potentially explosive situation, for both the staff and the customer.

Learn how to use verbal, vocal and non-verbal techniques to diffuse stressful situations when dealing with difficult customers.

This course provides workers with an overview of the stresses and pressures that exist when dealing with customers who are volatile and/or hostile. Participants will develop a broad skill set to cope with these situations and will also learn practical communication and coping techniques to handle the situation and enhance personal performance.

Video clips are included to illustrate key concepts, while quizzes throughout help to measure and encourage learning. Note that the course does not cover robbery or physical assault. These topics are addressed in the Dealing with Robbery e-course.

What topics will be covered?
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  • Assessing customers
  • Human communication techniques
  • Verbal, vocal and non-verbal techniques
  • Communication skills
  • Building rapport
  • Coping techniques
What are the benefits?
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  • Upon completion of this course you will be able to
  • Recognize hostile situations, and customer or client issues
  • Use communication zones
  • Understand rapport building techniques and the role of positive communication
  • Control your own communications and stress responses to hostile customers and clients

Average time to complete this course is approximately one hour.

Who is this recommended for?
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This course is recommended for workers who deal with members of the public on a regular basis. Managers and supervisors, as well as other workers who may encounter similar situations, even within the workplace, will also benefit from this course.

How can training be delivered?
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This course is delivered as an on-line e-learning course. All you need is a computer, access to the Internet - and you are ready to go! This e-learning course is designed to help you learn at your own pace and in your own environment at your own convenience.

Also available in French.

Content for this course was developed by the Canadian Centre for Occupational Health and Safety (CCOHS), and reviewed by labour, employer and government representatives to ensure a balanced perspective.

Group Discounts
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The cost is based on the total number of seats purchased. Multi-seat pricing is based on the single user seat price with the following volume discounts applied:

Total Seats Discount
100 - 499
25%
500 - 999
50%
1000+
80%

This course is also available in French

Item Number: EHOSTIL-P2407EN

Content for this course was developed by the Canadian Centre for Occupational Health and Safety (CCOHS), and reviewed by labour, employer and government representatives to ensure a balanced perspective.

©Canadian Centre for Occupational Health and Safety. All rights Reserved. E-Course description and content provided by CCOHS under license with WSPS. Unauthorized reproduction and distribution strictly prohibited.