Dealing with difficult customers staff training and managing difficult or aggressive customers training for staff, courses, programs and practical workshops throughout Australia

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MANAGING DIFFICULT CUSTOMERS TRAINING, COURSES, PROGRAMS AND PRACTICAL WORKSHOPS DESIGNED AND CUSTOM MADE SPECIFICALLY FOR YOUR STAFF AND BUSINESS NEEDS

At AGKK we train staff and employees in Managing Difficult Customers.

Managing difficult customers training, courses, programs and workshops throughout Brisbane and across Australia.

Managing difficult customers training and de-escalation training improves staff Communication Skills and Confidence in The Workplace to Achieve Efficiency & more Positive Results.

CONTACT US ANYTIME – 7 DAYS PER WEEK

Directly on ☎ 0409474494 or use this Inquiry Online Booking Form

You are most welcome to contact Bernie to discuss your specific objectives and desired outcomes for difficult customer training, De-escalation of Occupational Violence & Aggression tailor-made training for your business, organisation and staff.

ADVANCED BOOKINGS RECOMMENDED

At AGKK we equip, educate and empower your staff, employees and frontline workforce with the practical skills to effectively manage angry, aggressive, rude, abusive, threatening, violent and difficult emotional customers, clients or individuals.

This practical and effective breakthrough intensive training workshop, course or program has had proven performance in providing strategic strategies and solutions for a multitude of staff and frontline employees including customer service staff, team leaders and all employees in the practical skills and confidence to:

✅ Identify and defuse difficult customers or threatening situations before they escalate in the workplace

✅ Remain calm, confident and controlled when customers, clients or individuals become difficult, aggressive or possibly violent

✅ Staff learn how to safely diffuse, disengage and proactively protect themselves and others from abusive or aggressive customer outbursts

✅ Build sustainable rapport and steer customers or individuals to mutually beneficial outcomes

✅ Empower staff and gain the attention, respect, and cooperation of others

✅ Provide staff with exceptional perceptive management skills and service procedures to maintain energy and sustainable productivity

Tailor made customised training Content for the management of difficult customers:
Many other training providers offer general, one size fits all, off-the-shelf content.

At AGKK management of difficult customer’s training we take the time to identify and understand your unique needs, desired outcomes, training objectives and provide customised, practical, adaptive management of difficult customer’s training that integrates your business, organisation or company’s objectives, processes, values, culture, and code of conduct for all employees.

AGKK de-escalation training and difficult customer training leads to better and more productive outcomes for all stakeholders including staff, customers and your business.

“By law all businesses and organisations need to equip and train employees with the right skills to handle workplace aggression and violence including customer conflict incident situations.

Businesses and organisations are required to take reasonable care to train their staff to help protect their physical and mental health, when they are exposed to workplace aggression and violence.

In today’s volatile workplace environments it is a critical time to provide your staff with the skills and confidence they need to handle a range of difficult customer situations.”

Our AGKK Managing Difficult Customers training workshop, course or program does just that – empowering your employees with the skills and confidence to handle any difficult customer situation with proven strategies that have been proven to work over decades.

Handling Difficult Customers training Workshop, Course or program

We train staff how to manage and effectively learn how to handle difficult customers and challenging situations during this practical and fast-paced, proven customer service staff training workshop.

AT AGKK WE TEACH AND TRAIN YOUR STAFF TO RESPOND APPROPRIATELY AND PROFESSIONALLY TO DIFFICULT, DEMANDING, AGGRESSIVE OR VIOLENT CUSTOMERS, CLIENTS OR INDIVIDUALS.

AGKK PROVIDES DE-ESCALATION TRAINING, MANAGING DIFFICULT CUSTOMER TRAINING AUSTRALIA WIDE

This intensive two hour, half day or one-day training program teaches staff all they need to know about best practice in customer service and teaches and imparts the techniques and skills needed to deal with and to understand difficult, aggressive or violent customers, clients or individuals.

It will also show employees the benefits of improving listening and language, and teach behavioural management skills that can be applied when dealing with difficult customers in person, over the phone and via social media communication platforms.

AGKK staff training style of delivery is interactive, engaging, informative, solution based and enjoyable. We encourage staff participation to make the training dynamic and enjoyable for all employees.

STAFF LEARN EFFECTIVE PRACTICAL TECHNIQUES FOR THE EFFECTIVE MANAGEMENT OF DIFFICULT AND AGGRESSIVE CUSTOMERS OR CLIENTS

AGKK Managing Difficult Customers workshop, course or program is tailor made to meet a company’s or organisations unique situation and goals. Each course will be custom made to meet your desired outcomes and specific in providing practical solutions depending on your particular workplace circumstances.

Some important tips, strategies and techniques for managing difficult customers and obtaining positive outcomes and results

🔴 First and Foremost– First listen to the customer and have a clear understanding about the entire situation. Do not argue or talk over the customer. Understand the factors, issues behind the mistakes that happened already.

🔴 Opportunity to build a rapport- Impose to the situation of Customer and understand the difficulties that customers face already. Your understand ability leads to make customers feeling calm without making them aggressive and angry.

🔴 Issue centred with the customer – Always be issue centred and makes your intention to give the best solution to resolve the issue and never take it personally from customer. Even if the customer does, try to ignore personal comments. Convey to the customer that you are trying to help them.

🔴 Solution and Follow Up with the customer – After the mutual agreement in resolving the customer issue, take action immediately. Explain every step that you are going to do to fix the issue. After resolving the issue, follow up the customers and assess his or her satisfaction.

🔴 Use a solution based response with the customer – Realise the factors that cause for the problem and make preventative decisions. Overall organisational performance leads to improve by ensuring on how to manage complaints and feedback effectively.

CONTACT US ANYTIME – 7 DAYS PER WEEK

Directly on ☎ 0409474494 or use this Inquiry Online Booking Form

ADVANCED BOOKINGS RECOMMENDED

The face-to-face management of difficult or aggressive customer training, provides businesses, organisations and staff the skills and resources needed for optimal de-escalation to prevent many Occupational Violence and Aggression incidents from occurring. The face-to-face interactive practical training to enhance the safety and wellbeing of all staff and helps reduce stress.

De Escalation Training

DELIVERY

OF FACE-TO-FACE MANAGEMENT OF DIFFICULT OR AGGRESSIVE CUSTOMER TRAINING:
Usually our custom made, outcome effective, interactive de-escalation solution based training is delivered in person, at your organisation or venue.

De Escalation Training

LOCATIONS

OF FACE-TO-FACE MANAGEMENT OF DIFFICULT OR AGGRESSIVE CUSTOMER TRAINING:

TRAINING AUSTRALIA WIDE

Usually conducted at your workplace or another location.

De Escalation Training

TARGET AUDIENCE

OF FACE-TO-FACE MANAGEMENT OF DIFFICULT OR AGGRESSIVE CUSTOMER TRAINING:

All staff, managers, and owners facing possible aggression, conflict or violence.

De Escalation Training

TRAINING GROUP SIZE /CAPACITY

OF FACE-TO-FACE MANAGEMENT OF DIFFICULT OR AGGRESSIVE CUSTOMER TRAINING:

Can be up to 50 people for each training de-escalation workshop.

(We are flexible to accommodate your needs)

De Escalation Training

COST

Upon request and to be discussed based on your needs and training requirements.

You are most welcome to touch base on the phone, to fast track your required outcomes.

It is important to touch base on the phone so we are able to fast track and establish your specific training requirements and desired outcomes for your staff and business

CONTACT US ANYTIME – 7 DAYS PER WEEK

Phone Bernie 7 days per week on ☎ 0409 474 494 or use this booking form

Bernie is dedicated and his extensive experience and practical proven performance will assist your business and staff with improved confidence, safety, wellbeing and enhanced productivity.

Our dedicated actions and expertise assists you and your staff.

The practical custom made de-escalation training will meet your specific training requirements

De Escalation Training

DURATION

OF FACE-TO-FACE MANAGEMENT OF DIFFICULT OR AGGRESSIVE CUSTOMER TRAINING:

These de-escalation workshop can be adapted to fit with your organisations timeframe.

The courses/workshop and training can be adapted and is available as an intensive

🔴 TWO HOUR workshop or

🔴 THREE HOUR workshop or

🔴 Half-day or full-day course.

With refresher courses recommended.

POSSIBLE DATE/S TO BE CONFIRMED

FOR FACE-TO-FACE MANAGEMENT OF DIFFICULT OR AGGRESSIVE CUSTOMER TRAINING:

ADVANCED BOOKINGS ARE RECOMMENDED TO SECURE TRAINING DATE/S

Managing difficult customers training, de-escalation training, courses, programs and workshops throughout Brisbane and across Australia for all staff and employees

Objectives and Aims of difficult customer training for staff and all employees

AGKK staff training in management of difficult and aggressive customer workshops, courses and programs aims to:

🎯 Enhance a clear, positive, proactive staff management philosophy and technique for working effectively with difficult customers who exhibit challenging, difficult or aggressive behaviours.

🎯Provide employees with solution based interventions with a clear workable functional purpose, and has benefits to everybody and the business.

🎯Maintain staff confidence, wellbeing and productivity

🎯Shows how positive reinforcement of key aspects of a customers or client’s behaviour can reduce and eliminate disturbed and challenging behaviours.

🎯The practical training of difficult customer behaviour demonstrates to staff how to reinforce behaviour effectively and de-escalate difficult and aggressive customers.

Staff Training in Dealing with Difficult Customer Behaviours and Complaints

When staff encounter difficult customer behaviours, it is easy to react and take it personally.

This practical workshop, course or program will help employees deal with difficult customer service conversations and increase your chance of winning back unhappy customers by providing staff with the skills to listen and act on the best decision, stay positive, and communicate effectively under pressure.

What staff will learn from dealing with difficult customer training:

✅ Better recognise customers’ difficult behaviours and understand what may be contributing to them

✅ Staff will learn how to build conversations with customers or clients that result in win-win outcomes.

✅ Employees identify and use the right type of questions to use with difficult customers at the right time to obtain the information staff need to help customers.

✅ Staff identify good and not-so-good listening skills in the proactive management of difficult customers

✅ Employees enhance skills in delivering bad news to customers in more positive ways.

✅ Staff proactively respond to customer complaints with the right emotions for the situation.

✅ Employees develop more confidence in resolving your customers’ complaints.

Dealing with Difficult Customers Training

This training workshop, course, or program explores how to effectively engage difficult customers that leads to benefits for the employee, the customer and business productivity.

Effective customer service can enhance an organisations reputation for the better and through this workshop, staff will gain a new strategic strategies in how to react to negative customers and to leave the customer satisfied and happy.

Although many customers can be difficult to manage, AGKK provides proven training, skills and knowledge, to effectively manage difficult customers to be managed professionally and effectively. We also train staff how to deal with aggression and verbal abuse from difficult customers.

CONTACT US ANYTIME – 7 DAYS PER WEEK

Directly on ☎ 0409474494 or use this Inquiry Online Booking Form

ADVANCED BOOKINGS RECOMMENDED

Practical intensive workshop, course or program in dealing with or management of Difficult Customers & Clients Training for Staff

This practical workshop, course or program will focus on improving staff awareness and skill in managing difficult customer or client behaviour, to debrief effectively after an incident, and learn resilience techniques to strengthen your staffs’ capacity to manage the everyday stresses of the work.

Who will benefit from the practical management of difficult customers training?

All staff, employees, team leaders and supervisors at all levels.

Here are some of what the training will cover:

🎯 Improving staff awareness of common difficult behaviour

🎯 Strategic strategies to prevent, diffuse and de-escalate difficult customer or client behaviours

🎯 Integrate and enhance verbal and non-verbal staff communication skills to address difficult behaviour promptly

🎯Employees practice communication skills & techniques through collaborative role plays to manage challenging behaviour

🎯 Staff identify and understand resilience techniques to manage stress and improve prevention strategies

Dealing with difficult customers training

AGKK training builds sustainable customer relationships:

There are effective strategies that staff use in order to build strong customer relationships, even when employees are dealing with difficult customers.

First and foremost, staff should always be professional and polite. Employees need to demonstrate that they care about the customer and their satisfaction, no matter how angry or difficult a customer may become.

Secondly, staff always listen to what the customer is saying and try to understand the customer’s point of view.

Finally, employees should always try to find a solution that satisfies both the customer and the business or organisation.

By following these simple customer management techniques, staff can build strong customer relationships, even with the most difficult customers.

The Interactive practical management of difficult customer’s training: Learning:
Our practical training learning activities maximise staff engagement and knowledge uptake will be based on live scenarios and situations that your staff experience in your workplace.

This highly practical management of difficult customer’s course, program or workshop is customised specifically for all employees including your frontline staff and will equip your employee team with the skills to:

✅ Build rapport (with their words, tone of voice, and body language) and steer difficult or aggressive customers towards mutually desired positive outcomes.
✅ Identify, interrupt, and tactically extinguish angry and abusive customer’s outbursts before they have a chance to spark and cause problems and a reduction in productivity.
✅ We train staff how to manage and stop frustrating and aggressive customers in their tracks and oblige them to listen to staff, respect employees, and appreciate staff advice and proactive, professional guidelines.

We train staff how to proactively manage and de-escalate rude customers, entitled and aggressive clients back down to earth without insulting them and to move forward to maintain productivity.

At AGKK we train staff to manage extremely demanding customers to realise and accept more reasonable business expectations.

We train employees to perceptively diagnose the underlying, driving force of difficult customer situations so staff can deal with the heart of the issue and provide an agreeable and sustainable workplace conflict solutions.

The practical de-escalation training workshops educate staff to know and regulate their own reactions so they can keep calm and confident in difficult situations.

In our Managing difficult customers training courses, programs and workshops we train staff to resolve customer conflicts and restore trust with customers and team members.

About the Managing difficult customers training courses, programs and workshops

Managing difficult customers training courses, programs and workshops will focus on improving staff confidence, mindfulness and proactive skills in managing difficult client or customer behaviour.

They will learn skills to be able to debrief effectively after an workplace incident, and learn resilience techniques to strengthen employees capacity to manage the everyday stressors of the work when dealing with difficult customer behaviour.

Who will benefit from managing difficult customers training courses, programs and workshops?

All frontline staff, all employees including team leaders and supervisors at all levels.

Customer service training is the coaching that employees receive to improve support and satisfaction among customers. Our strong customer service training program and effective management of difficult customers includes exercises for improving interpersonal communication, conflict resolution, de-escalation strategies, workplace customer management, and more.

What will the managing difficult customers training courses, programs and workshops cover?

✅ Staff awareness of common difficult customer or client behaviour

✅ Strategies to diffuse and de-escalate difficult customer behaviours

✅ Integrate and enhance staff verbal and non-verbal communication skills and strategies to address difficult behaviour promptly

✅ Employees will practice communication skills and techniques to manage challenging customer or client behaviour

✅ Identify resilience techniques to manage stress and techniques to reduce anxiety and improve staff performance and wellbeing

Managing difficult customers training, courses, programs and workshops throughout Brisbane and across Australia for all staff and employees

CONTACT US ANYTIME – 7 DAYS PER WEEK

Directly on ☎ 0409474494 or use this Inquiry Online Booking Form

ADVANCED BOOKINGS RECOMMENDED

Training of staff in dealing and managing Difficult Customer Behaviours and Complaints

When staff encounter difficult customer behaviours, it is easy for employees to take it personally, and a natural reaction for many staff is to respond defensively, while other staff may withdraw passively. This practical management of difficult customers training courses, programs and workshops will focus on improving staff ability to manage and proactively deal with difficult customer service conversations and increase their ability of de-escalating angry customers and winning back unhappy customers.

AGKK management of difficult customers training are very experienced educators in providing employees with the skills to listen and act on the best management strategy, stay positive, confident and communicate effectively under pressure when faced with difficult or aggressive customer challenges.

Skills for Dealing with Difficult and Demanding Customers Training

We can also provide training for staff in the importance of phone etiquette, and why is it important?

We educate and train staff in professional phone etiquette in the use of effective greetings, word choices, tone of voice, active listening and general manners on the phone. A potential client’s and customers first impression of staff is often over the phone, and employees communicate with them might decide whether a business gains or loses them as a customer.

There are many benefits of maintaining great phone etiquette as you provide customer service even if the customer can be difficult to manage.

We train staff with the proactive communication skills to support long-lasting first impressions and manage difficult customers.

Customers are constantly judging your business by how staff interact with them, handle their sometimes difficult requests and answer their questions. Good communication is key to establishing and maintaining a positive sustainable customer relationships.

Dealing with Difficult and Demanding Customers Training for staff and employees in workplace conflict

Dealing With Difficult Customers Training throughout Australia

We train staff with management skills with the Difficult Conversations they might have with customers or people.

Every staff member or professional is likely to deal with a difficult client or customer from time to time. Encountering difficult customer situations is an inherent part of staff dealing with customers & clients.

Staff might be in a situation where a customer or client insists that a product is rubbish, or a customer that refuses to pay for a meal they have clearly finished.

Staff cannot change the fact that some of these experiences might occur, but employees can change the way in which they proactive handle them.

Managing difficult customers training for all staff and employees.

Managing angry or upset customers effectively takes a lot of confidence and skill, yet most staff have never been taught the de-escalation skills. Many staff are left to learn by trial and error, which often results in a poor outcome for your employees, the customer and ultimately, your business.

How to Deal with Angry Customers training

We teach and train staff how to:

🎯 Remain calm when interacting with difficult customers

🎯 Practice active listening.

🎯Repeat back what their customer says.

🎯 Thank the customer for presenting the issue to your attention.

🎯 Explain the steps you’ll take as a staff member to collaboratively solve the customer’s problem.

🎯 Set up a time to follow up with them, if needed.

🎯 Be sincere and have a controlled tone in all communication with the customer

🎯Staff should highlight the case’s priority for the customer

Dealing with Difficult and Demanding Customers Training

We train staff how to Handle and manage demanding and Difficult Customers

Dealing with difficult customers Workshops Available including intensive 2 hour training workshops or Half-Day Training Course, Full-Day Training Course

AGKK Dealing with Difficult Customer training and De-escalation Training is a program or workshop that teaches employees, staff and managers de-escalation skills on how to deal with difficult customers so staff they can effectively manage and diffuse workplace conflict situations

“AGKK equips your employees with the right skills to handle these dealing with difficult management situations and taking care of their wellbeing has always been important, there has never been a more critical time to provide your staff with the skills and confidence they need to handle a range of difficult customer situations which helps maintain productivity.

Our AGKK Practical Managing Difficult Customers course does just that – empowering your staff with the skills and confidence to handle any difficult customer situation with proven strategies that have been refined over decades.”

CONTACT US ANYTIME – 7 DAYS PER WEEK

Directly on ☎ 0409474494 or use this Inquiry Booking form

You are most welcome to contact Bernie to discuss your specific objectives and desired outcomes for training of staff in the effective management of dealing with difficult customers and de-escalation of Occupational Violence & Aggression which is tailor-made training for your business, organisation and staff.

ADVANCED BOOKINGS RECOMMENDED

Workplace conflict resolution skills are critical for all staff and professionals.

Dealing and managing difficult customers Course Outcomes.

This course focuses on training staff with how they can effectively serve and manage demanding customers and handling difficult situations that will:

✅ Outline the rapport-building process.

✅ Explain why customers get upset.

✅ Provide staff with skills, tools and language for interacting with upset customers.

✅ We train and enhance staff with skills and strategic communication processes for improving listening and working through service customer problems.

✅ Provide suggestions for managing service stress.

Dealing with difficult customers program, course overview

This practical training in dealing with difficult customers program teaches employees and staff how to build rapport, listen to customers, strategically choose words they communicate, how to remain calm, professional, rational and in control and how to de-escalate tense customer conversations while they are performing their daily duties.

Dealing with difficult customers Program Objectives

By the conclusion of the training staff should be able to:

🎯 Quickly build sustainable rapport with customers.

🎯 Explain why their customers get upset.

🎯 Choose strategic de-escalation language.

🎯 Listen and indicate they have heard what their difficult customers have said.

🎯 Redirect customer expectations to gain effective solutions

🎯Effectively communicate with unreasonable customers and be able to de-escalate difficult situations

🎯Staff will learn techniques to better manage service-related stress.

The dealing with difficult customers training will be customised and modified as needed to meet your business or organisation objectives and desired outcomes.

Dealing with Difficult Customer training and De-escalation Training is a program or workshop that teaches employees, staff and managers de-escalation skills on how to deal with difficult customers so staff they can effectively manage and diffuse workplace conflict situations.

CONTACT US ANYTIME – 7 DAYS PER WEEK

Directly on ☎ 0409474494 or use this Inquiry Booking form

ADVANCED BOOKINGS RECOMMENDED

When staff understand how to mindfully read a tense customer situation and respond to it in a way that minimises conflict, employees are then able to strategically manage the situation safely and arrive at more productive outcomes.

AGKK Conflict Training for Australian Businesses and Organisations

AGKK provides Dealing with Difficult Customers training workshops, programs and courses for businesses and organisations throughout Australia. This conflict training is a unique practical solution based training designed to ensure your employees have the skills to minimise tension when dealing and managing difficult customers and maximise more positive outcomes and improve the safety for all those involved.

At the completion of the dealing with difficult customers training, staff will have the relevant knowledge and management skills to:

🎯 Successfully deal with a difficult customer

🎯 Follow and apply proactive, professional steps involved in minimising conflict with the management of difficult customers

🎯 Manage aggressive customers and workplace conflict and take control to maintain productivity

🎯 Enhance their own safety and the wellbeing of other employees

🎯 Effectively report the incident to improve performance for themselves and others

This practical dealing with difficult customer training and conflict training can be presented in an intensive 2 or 3 hour workshop – meaning businesses or organisations can administer the course with minimal disruptions to your day-to-day operations.

Our tailor-made dealing with difficult customer training means that the training itself is extremely flexible to meet your desired needs.

Your staff team members can complete the dealing with difficult course at the most convenient time for them while still gaining extremely valuable information.

Why choose AGKK de-escalation training for the effective management of dealing with difficult customers?

The team at AGKK is passionate about creating time-effective and useful practical training courses for Australian businesses across a variety of industries. With decades of experience doing just that, we are the most experienced choice with proven performance in training of staff in dealing with difficult customers and for all of your workplace conflict training needs.

AGKK provides training and Proven Techniques to Handle Difficult Customers

Handling difficult customers either face to face or on the phone can be an intimidating or challenging task for staff especially if customers are communicating irrational statements and aggressive emotion. Staff natural reaction can be to react defensively and try explaining why the situation occurred. This kind of staff emotional reaction will only make the situation escalate and become worse.

Key ideas and training techniques for improving staff management in dealing with difficult customers

🔴 Staff should not take aggressive customers personally: When employees listen to a customer complaint, they can become emotionally involved making staff feel hurt which can turn into anger. These can be warning signals that staff are defensively reacting instead of responding to the customer in a calm proactive way. Such behaviour will show up in the tone of staff voice and speech rate, which make your customer think a staff member has lost control. Instead of taking it personally, welcome the complaint and seeing it as an opportunity the customer gives staff to fix their problem.

🔴 Staff should acknowledge the customer and show empathy: This means recognising customers with their concerns. This is a stepping stone in taking control. Start by breathing slower and deeper as it allows your voice to be calm which will then project credibility and warmth.

🔴 Staff should listen actively and empathise with customers: Recent surveys show that a lot of customer relationships and sales opportunities are lost because of poor listening from staff members. This can be a huge cost to any business. Active listening is about putting your full concentration on what the customer feels or says. Also, it requires staff to be patient enough without interrupting even if what the customer tries to say is incorrect or the right person that is supposed to handle it is not you. Listening to customers is very important to allow a customer to vent and blow off some steam so staff members can then assist the customer.

🔴 Staff Ask questions to identify the customer issue: This will present an opportunity for employees to take control, reduce the frustration or anger of the customer and to build rapport with them.

🔴 Employees should look for a solution: When staff have all the information they need, employees will be in a position to solve the problem of the customer.

Basics of staff Active Listening in dealing with difficult customer training

🎯 Listen to the information is about making conscious effort to listen as well as tune into what is being said.

🎯 Identifying and understanding the information and interpreting it accurately may involve paraphrasing to make sure staff have completely understood what the customer said. Understanding the feelings of the customer and read between the lines or figure out what the customers are really saying.

🎯 Staff should evaluate the information instead of jumping to conclusions. This is important as staff need to obtain accurate facts that can lead to solutions

🎯 Staff should respond professionally and calmly to the customer information provided.

Employee verbal and non-verbal reaction should be in harmony and communicate that staff have paid attention, understood and assessed what the customer tells you. This creates mutual understanding and can assist the customer to move forward with collaborative solutions.

If a customer complaint has been handled well, chances are they will come back to your business and buy from you again.

For all businesses and organisations it is important to provide practical training for your staff in dealing with angry or difficult customers.

AGKK can exactly provide you the customer service training that you need for the effective management of dealing with difficult customers.

We train staff in how to deal with difficult customers

Learning how to deal with difficult customers is important for staff wellbeing and business productivity.

Types of difficult customers (and how staff can help them)

Not every customer is the same. They all have unique wants, needs, expectations, and character traits. We help tailor your customer service approach to the type of person or customer you are dealing with.

🔴 Training staff in Dealing with and managing difficult customers – The contentious customer:

This customer is likely to come into the conversation ready to argue about something.

Staff should try to understand what the customer concerns are.

Employees should get to the bottom of why the customer feels frustrated and use that information to collaboratively work out and recommend solutions.

🔴 Training staff in Dealing with and managing difficult customers – The challenging customer:

This is someone who—for some reason or another—doesn’t trust staff suggestions or thinks they know more than you do. When this happens, staff should show the customer that they value their insights and can work together to help resolve their problems or issues.

🔴 Training staff in Dealing with and managing difficult customers – The impatient, demanding customer:

This type of customer wants a solution immediately and may become angry if an issue cannot be resolved right away. Staff should ease concerns by communicating often and clearly. Employees should do their best to explain why things are not moving as quickly as they would like.

🔴 Training staff in Dealing with and managing difficult customers – The vague customer:

This type of customer or person may not know exactly what they need from you. They might be confused and have difficulty explaining the issue. Staff should ask the customer plenty of clarifying questions so they can understand what the customer truly wants or needs.

🔴 Training staff in Dealing with and managing difficult customers – The demanding customer:

This customer is usually hard to please. They may refuse to accept the outcome or ask you to do something you are unable to do for them. Staff should firstly identify the customers concerns as early as possible and proactively addressing them as best they can. Set boundaries with these customers, too. Staff need to let the customer know what their team is capable of so customers do not have unrealistic expectations.

We train staff with the best way to handle difficult customers in their particular workplace scenarios and environments.

We train staff to treat every customer with empathy and respect.

Important tips for staff in how to deal with difficult customers

🎯 Staff should keep calm throughout the interaction

🎯Employees need to engage in active listening

🎯Staff should practice empathy

🎯 Employees should not make promises they cannot keep

🎯 Staff should take a moment to breathe

🎯 Employees should provide quick responses and solutions for customers

🎯 Staff need to pay close attention to tone and body language of customers and themselves

🎯 Employees should personalise each customer experience for better outcomes

🎯 Staff should request backup or support when they need it

🎯 Employees should plan and prepare for dealing with difficult customers

AGKK customer service training for staff immediately improves outcomes and productivity.

Handling tough customers is one of the biggest challenges for any staff member. The most important thing staff can do is show customers respect, patience, and genuinely connect with them. Staff can make a big difference in providing a positive, memorable experience for customers.

CONTACT US ANYTIME – 7 DAYS PER WEEK

Directly on ☎ 0409474494 or use this Inquiry Booking form

ADVANCED BOOKINGS RECOMMENDED

Dealing with Difficult Clients or Customers Staff Training

This practical workshop course or program will focus on improving staff confidence, resilience, awareness and skills in managing difficult customers or client behaviour. We educate staff how debrief effectively after an incident, and learn resilience techniques to strengthen employees capacity to manage the everyday stressors of working with the management of dealing with difficult customers and the challenges.

Who will benefit from dealing with difficult customers training?

All staff, managers, team leaders and supervisors at all levels in any business or organisation.

What will the dealing with difficult customer training cover?

✅ Staff Awareness of common difficult customer behaviours

✅ Training staff with strategies to diffuse and de-escalate difficult customer behaviours

✅ Develop staff skills to integrate verbal and non-verbal communication skills to address difficult customer behaviour effectively

✅ Employees will practice face-to-face communication skills and techniques to manage challenging behaviour

✅ Staff will identify resilience techniques to manage stress and improve productivity

CONTACT US ANYTIME – 7 DAYS PER WEEK

Directly on ☎ 0409474494 or use this Inquiry Booking form

ADVANCED BOOKINGS RECOMMENDED

Training workshops, programs or courses in Dealing with Difficult Customer Behaviours and Complaints

When staff encounter difficult customer behaviours, it is easy for employees to take it personally, and a natural reaction for many is to respond defensively and aggressively, while others withdraw passively. This workshop or course will help staff deal with difficult customer service conversations and increase employees chances of winning back unhappy customers by providing staff with the skills to listen and proactively respond, stay positive, and communicate effectively under pressure when dealing with difficult customers.

DEALING WITH DIFFICULT CUSTOMERS OVER THE PHONE

The are many benefits of maintaining great phone etiquette as staff provide customer service include the following:

🔴 Staff should make a great, long-lasting first impressions: Callers judge your business by how staff interact with them, listen, show empathy, handle customer requests, or answer customer questions. Good and consistent staff communication is key to establishing and maintaining a positive sustainable relationship with customers.

🔴 Retaining customers: Bad phone staff etiquette leads to poor customer service, and leads to customers leaving your business and reducing productivity.

🔴 Staff need to identify and understand customer needs: A staff customer service team with great phone etiquette can expand beyond solving immediate problems and identify other customer needs.

🔴 Staff phone etiquette, good manners and listening skills towards customers is extremely important.

When staff are on the phone with customers, it is important for staff to use words, tone and professionalism to convey what staff are trying to get across and assist even the most difficult customers.

🔴 Staff should continuously practice the right etiquette to ensure all employees are adhering to it to maintain the professional image of your business or organisation.

EXAMPLES OF GOOD STAFF PHONE ETIQUETTE EVEN WHEN DEALING WITH DIFFICULT OR ANGRY CUSTOMERS

In our practical training in dealing with difficult customers we provide many examples of good phone staff etiquette:

✅ Staff should immediately introduce themselves and their business:

This is a preferred professional alternative to simply saying “hi or hello.” Staff should always introduce themselves and their business as it will assert employee credibility and inform the customer with whom they are speaking.

✅ We train staff how to speak clearly and calmly. This is important for staff to understand and help ensure customers do not feel rushed. By employees speaking clearly and calmly, staff also convey to customers that they have staff undivided attention.

✅ We educate employees the importance of mindful listening and taking notes.

Rather than staff rushing a caller or customer, proper etiquette involves listening to customer concerns or requests while jotting down any necessary information. That strategy can better help staff and customers collaboratively solve the issue without becoming overwhelmed by the conversation.

✅ Staff should remain positive.

Staff tone and demeanour will impact customers’ feelings while speaking to staff. For example, if staff speak in monotone or give the impression that staff you are bored, your customers will not feel heard and might even shut down. If staff are friendly and upbeat, most customers feel inclined to reflect that same attitude back to you.

STAFF SHOULD SUMMARISE CUSTOMERS CONCERNS

Staff should summarise the customer’s concerns or problems even when the customer is conveying their dissatisfaction.

Employees should recap the customer’s question or issue to show that they have read and understood the customer’s message/s

Staff should identify the correct facts.

Employees should not start tackling the issue only to find out after a couple of emails that what staff were dealing with was not the exact problem the customer initially spoke about.

Clarifying the issue is crucial for staff when dealing with tough situations as it tells your customer that staff have listened and are prepared to help.

This staff strategy of reformulating the customer issue or concern is a very powerful, yet underestimated, tool when it comes to any type of communication (with staff clients, your customers or co-workers).

Most customers just want to be understood, and the fact that staff are showing them that they care will already help solve a big part of the customer crisis or concerns.

What staff will learn and enhance with dealing with difficult customers training?

🎯 Employees will be able to better recognise customers’ difficult behaviours and understand what may be contributing to them

🎯Staff will learn how to build conversations with their customers or clients that result in more positive and favourable outcomes.

🎯 Employees will identify and be able to apply the right type of questions to use at the right time to get the information they need to help manage difficult customers.

🎯Staff will identify effective and not so effective listening skills.

🎯Employees will learn strategic communication skills to communicate difficult news to their customers in more positive ways.

🎯Staff will learn how to respond to customer complaints with a proactive mindset for the situation.

🎯 Staff will improve their confidence in resolving difficult customer complaints.

Directly on ☎ 0409474494 or use this Inquiry Booking form

ADVANCED BOOKINGS RECOMMENDED

TESTIMONIAL

AGKK Managing Difficult Customers Training

“Bernie was well organised, professional, friendly, informative, knowledgeable and engaging as our face-to-face instructor in educating us in enhancing our skills in how to manage difficult customers.

Bernie made me realise how I can proactively improve my skills in my front line role with the management of a wide range of sometimes difficult customers.

I have put his suggested management approaches into action and have gained many positive results with customers.

I have a heightened my mindfulness and improved confidence and skill set in trying to help our customers as best I can when I have been presented with difficult situations.

Very appreciative that my employer provided this informative, practical dealing with difficult customer course and would like to attend a refresher workshop next year.

This practical dealing with difficult customer’s course has my highest recommendation for any staff or professionals who deal with challenging customers and difficult situations.”

Colleen Baker

Felons Brewing Co

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Examples of phone etiquette training skills for staff when managing difficult customers

Here are some examples of good phone etiquette for staff:

🎯 Staff should immediately introducing themselves and the business. This technique will assert staff and business credibility.

🎯 Employees should speak clearly and calmly. This is important as customers to not to feel rushed. By speaking clearly and calmly, staff also convey to them they have your undivided attention.

🎯 It is always a good idea for staff to take notes. Rather than rushing a customer or caller, proper etiquette involves listening to their concerns or requests while jotting down any necessary information. That way, you can recall the information and better help them solve without becoming overwhelmed by the conversation.

🎯Remaining positive: staff tone and communication will impact customers’ feelings while speaking to employees. Staff should not speak in monotone or give the impression that they are not interested, your customers won’t feel heard and might even shut down. Employees should be friendly and upbeat, then customers can feel inclined to reflect that same attitude back to staff.

We train staff how to proactively manage angry, difficult or upset customers

We educate and train staff to never tell a customer to calm down. No one wants to sound like a crazy person, but when a customer hears that they usually become more upset.

We train staff to reassure staff for example “I can understand how you feel” The customer will feel understood. Using de-escalation strategies staff will help the customer collaboratively discover and discuss solutions to their particular problem or concern.

Tips and management strategies for staff in how to manage or proactively deal with angry, upset or difficult customers

“As a staff representative of your organisation, you are likely to be the first point of contact for difficult, upset or angry customers. As a professional staff member, you will be acting as the face of your organisation, business or company.

When a frustrated customer reaches out with an issue, it’s important for staff to be trained and to practice techniques that allow employees to diffuse the difficult workplace situation and provide a great experience to build a stronger customer relationship and maintain sustainable productivity.”

POSITIVE ALTERNATIVES TO NEGATIVE LANGUAGE FOR CUSTOMER SERVICE AND STAFF POSITIVE MANAGEMENT OF DIFFICULT CUSTOMERS OR CLIENTS

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STAFF TRAINING FOR THE MANAGEMENT OF DIFFICULT CUSTOMERS OR AGGRESSIVE CUSTOMERS

STAFF SHOULD LISTEN TO CUSTOMERS

🎯 Staff should listen to the customer’s story or situation.

Start by giving them your full attention and allowing customers to express their frustrations to better understand their situation.

🎯EMPLOYEES AVOID ARGUING WITH CUSTOMERS
Maintain professionalism and avoid arguing with the customer, instead focus on finding a solution to their problem.

🎯 STAFF SHOULD SHOW THE CUSTOMER EMPATHY

Express empathy for their frustration, while remaining calm and controlling your own emotions.

🎯 EMPLOYEES SHOULD BE PATIENT WITH CUSTOMERS

Staff should be patient by allowing the customer to vent and take their time. Cutting them off or rushing them can worsen the situation.

🎯 STAFF SHOULD KNOW HOW TO APOLOGISE

Apologise sincerely and offer a solution to their problem, even if the situation seems difficult.

🎯 SOLVE THE PROBLEM

Work with the customer collaboratively to find a resolution that satisfies both parties and keep them informed of the steps being taken.

🎯STAFF LEARN TO TURN NEGATIVITY INTO POSITIVITY

Acknowledge the customer’s feelings, offer solutions, and take extra steps to show that you value their business to create loyal customers.

TRAINING STAFF IN THE EFFECTIVE MANAGEMENT OF DIFFICULT CUSTOMERS OR AGGRESSIVE CUSTOMERS

✅ Staff should listen to their customer

✅ Be Empathetic towards customer

✅Staff should not raise their voice

✅ Employees should know when to stop the interaction for safety

✅ Staff should not get angry with difficult customers

✅ Employees remain professional, calm and confident

✅ Apologise for the problem to the customer

✅ Staff techniques to retain the customer

✅ Staff communication skills to win over customer with kindness

✅ Staff reassure the customer

✅ Employees should always tactfully stick to the facts

✅ Staff use strategies to diffuse the customer from remaining angry

✅ Employees show always show that they care for the customer

STAFF TRAINING WITH THE EFFECTIVE MANAGEMENT OF DEALING WITH DIFFICULT CUSTOMER’S FACE TO FACE

🔴 Training staff to defuse a situation when a customer is angry

🔴 Strategies for staff to defuse a situation when a customer is emotional, angry and difficult

🔴 Identifying why might a customer complain and solutions

🔴 Staff handling customer complaints effectively

🔴 The importance of accurate facts and documentation to aid in the management of difficult customers

🔴 Application of the techniques covered in role plays that improve staff performance in the management of difficult customers or aggressive customers

🔴 Staff implementing strategic techniques to effectively manage difficult customers and improve productivity

DIFFICULT CUSTOMERS TRAINING FOR STAFF

🔴 Sharing experiences and strategies to manage difficult customer situations

🔴 Different types of difficult customers

🔴 Key things to avoid when staff are dealing with difficult customers

🔴 Training staff why it is so important for staff to create the right impression and turn difficult customer challenges into opportunities

TRAINING STAFF TO APPEAR AND REMAIN CALM AND CONFIDENT WITH DIFFICULT CUSTOMERS

🔴 The importance of body language

🔴 Techniques to help us appear calm

🔴 Techniques to improve confidence

🔴 The importance of preparation when having to deal with a difficult situation

🔴 When to use open and closed questions

🔴 Identification of areas for improvement when dealing with difficult customers

🔴 What prevents staff from dealing with difficult customers effectively

TRAINING STAFF TO MANAGE AND DEAL WITH DIFFICULT CUSTOMERS

OVER THE PHONE

🔴 Staff Telephone manner and style to difficult customers

🔴 Giving bad news over the phone to customers

🔴 Staff techniques to help a customer remain calm

🔴 Dealing with an over talkative customer

🔴 Management of negative customers and difficult customers effectively

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ADVANCED BOOKINGS RECOMMENDED

WE TRAIN STAFF IN CONTEXTUALISED TRAINING TO SAFELY MANAGE AGGRESSIVE CUSTOMER BEHAVIOURS

At AGKK we provide your staff strategies and de-escalation techniques to achieve more positive and safer outcomes in the face of aggressive customer or client behaviours.

AGKK de-escalation training creates safer workplaces, enhances wellbeing for all, and delivers improved operational performance by teaching your staff how to safely manage aggressive customer or client behaviours.

Difficult, challenging and aggressive behaviours are on the increase and can have a huge impact on employees, the people they support, and the business or organisation itself.

AGKK de-escalation training helps staff to safely manage aggressive customer behaviours during in-person interactions in the workplace.

By increasing staff awareness of the risks of aggressive behaviours in their working environment, all employees will be able to better anticipate those risks as they develop around employees, and can then implement strategies to lessen or remove those risks enabling staff to work more safely.

We train staff to Safely Manage Aggressive Customer Behaviours

AGKK de-escalation training creates safer workplaces by teaching staff how to safely manage aggressive customer, clients or individual behaviours.

FROM AGKK DE-ESCALATION TRAINING, WORKSHOPS, COURSES AND PROGRAMS STAFF WILL BE BETTER ABLE TO

🎯Become more empowered to prioritise their safety.
🎯 Proactively use effective risk assessment, communication, avoidance and de-escalation strategies to reduce risks of harm during incidents involving aggressive customer behaviours.
🎯Staff will be able to make informed decisions about staying safe when exposed to aggressive behaviours including challenging behaviours, behaviours of concern, verbal abuse, threats and threatening behaviours, and physical assault.
🎯 Employees will enhance their confidence to make strategic, critical decisions when managing aggressive customer or client behaviours.
🎯Staff will continuously improve methods of functional techniques in the workplace through the use of reflective practices.
🎯Improve awareness to access available supports following incidents involving aggressive behaviours.

“At AGKK de-escalation training we deliver effective strategies with practical execution that support staff and all employees in the management and de-escalation of difficult, aggressive or violent customers, clients or individuals.”

Tips for great customer service and the management of difficult customers

🔴 Staff need to understand what their customers consider to be good customer service.

🔴 Employees need to identify key elements of customers’ expectations.

🔴 Staff should follow up on both positive and negative feedback they receive.

🔴 Businesses should monitor social media platforms for positive and negative comments.

🔴 It is important to consider all aspects of customer service for the sustainability of productivity for your business.

🔴 We improve the level of customer service skills that staff deliver.

CONTACT US ANYTIME – 7 DAYS PER WEEK

Directly on ☎ 0409474494 or use this Inquiry Online Booking Form

ADVANCED BOOKINGS RECOMMENDED

TAILOR-MADE, CONTEXTUALISED DE-ESCALATION TRAINING OF STAFF TO SAFELY MANAGE AGGRESSIVE BEHAVIOURS OF CUSTOMERS, CLIENTS, CO-WORKERS AND INDIVIDUALS

AGKK difficult customer training and de-escalation training creates safer workplaces by teaching your staff how to safely manage aggressive behaviours.

By increasing staff awareness of the risks of aggressive behaviours in your workplace environment, employees will be able to better anticipate those risks as they develop around them in their day to day workplace activities, and staff can then implement strategies immediately to lessen or remove those risks enabling staff to work safely.

AT AGKK WE TRAIN STAFF TO SAFELY MANAGE AGGRESSIVE BEHAVIOURS

AGKK de-escalation training provides training to give your staff the proactive, practical skills to achieve safer, more positive outcomes in the face of aggressive or violent behaviours from customers, clients or members of the public.

FROM THE DE-ESCALATION TRAINING STAFF WILL ENHANCE THEIR SKILLS TO:

🎯 Feel more empowered to engage and prioritise their safety and the wellbeing of others.
🎯 Proactively prevent and prepare for workplace risks and apply de-escalation strategies to reduce risks of harm during incidents involving aggressive behaviours.
🎯 Staff will make educated and informed decisions about staying safe when exposed to aggressive behaviours or violent actions and more likely to prevent physical assault.
🎯Staff confidence will improve especially when they need to make strategic critical decisions when managing aggressive behaviours and prevention of possible workplace violence.
🎯Employees will develop skills improve mindfulness and reflective practices to aid in safety and productivity.
🎯Feel more comfortable to leave and escape from dangerous situations immediately and access available supports following incidents involving aggressive or violent behaviours.

“AGKK Staff de-escalation training encourages and enhances safer workplaces, enhances wellbeing for all, and delivers improved operational performance by teaching your staff how to safely manage aggressive or violent behaviours.”

Managing difficult customers training Courses, programs and workshops

What will staff learn from the customer aggression management training?

🔴 Employees will be able to better recognise customers’ difficult behaviours and understand what may be contributing to them

🔴Staff will learn how to build conversations with your customers or clients that result in win-win outcomes.

🔴 We educate and train staff to know the right type of questions to use at the right time to get the information you need to help upset customers.

🔴 We train staff to identify good and not-so-good listening skills.

🔴 Strategies for employees in delivering bad news to customers in more positive ways.

🔴 Educate staff to respond to complaints with the right emotions for the situation.

🔴 Train staff in having more confidence in resolving your customers’ complaints.

AGKK de-escalation training provides strategic strategies and tips on how to deal with difficult customers:

✅ Staff will learn how to keep calm throughout their interactions with difficult customers

🔴 We train staff how to be calm and remain professional and safe no matter what the customer says or does. For example is a difficult customer gets louder staff learn proactive communication skills to listen, speak in a lower tone and more slowly.

🔴 In our management of difficult customer training we reinforce the importance of staff engaging in active listening

PROACTIVE STAFF COMMUNICATION SKILLS IMPROVES POSITIVE WORKPLACE CUSTOMER OUTCOMES

It is often the case that staff should listening patiently and letting customers talk. When they’re finished, staff can repeat back what they have heard them say and ask if there is anything else to clarify or needs to be addressed.

Once a customer or client has had a chance to communicate their concerns or issues, they will be in a better state of mind to work on a collaborative resolution.

ACTIVE STAFF LISTENING IS A KEY INGREDIENT TO SUCCESSFUL DE-ESCALATION OF DIFFICULT, UPSET, AGGRESSIVE OR CHALLENGING CUSTOMERS

Active listening from staff means focusing on the customer with the intention of understanding their message. Staff should also pay close attention to their own and customer tone and body language. The quicker staff can accurately pinpoint the problem or issue the sooner an employee can possibly fix it.

🔴 In the training we reinforce the importance of staff practicing empathy and employees not to make promises they cannot keep.

🔴 We train staff with the skill and the importance of taking moment to breathe before interacting with difficult customers.

CONTROLLED BREATHING CAN HELP STAFF WHEN MANAGING DIFFICULT CUSTOMERS

🎯 Staff can feel overwhelmed by a customer who gets aggressive or abusive and by taking a few deep silent breaths it helps employees reset and respond calmly and professionally.

This helps staff provide effective responses and solutions.

However it is not always possible to respond immediately, staff can take notes to address queries and deliver solutions as needed as far as reasonably possible.

Staff should request backup when they need it.

Our practical training improves staff management of difficult customer service approaches

Staff management of difficult customers is one of the biggest challenges for any employee.

If staff can genuinely connect with customers, it can make a big difference in providing more positive outcomes experience for all involved.

MANAGING DIFFICULT CUSTOMERS TRAINING, COURSES, PROGRAMS AND PRACTICAL WORKSHOPS

Staff will encounter difficult customer situations in their day to day workplace activities.

When managing and dealing with difficult customers & client’s staff need to have a set of management skills that will lead to less stress, less anxiety and more positive outcomes.

Since COVID there has been a noticeable increase in the stress levels of both customers and staff who are all learning to navigate in a modern workplace world filled with people or customers with challenging behaviours and drug or alcohol issues and mental health challenges at a higher frequency than before.

Difficult customers can put your staff under pressure.

How many of your employees and frontline staff are truly equipped and have been trained to handle those situations with difficult, challenging or aggressive customers?

TRAINING OF STAFF TO MANAGE DIFFICULT CUSTOMERS IS CRUCIAL FOR EMPLOYEES AND YOUR BUSINESS

It takes a lot of confidence and skill to manage angry, aggressive or upset customers effectively and yet most staff have never been taught the skills and are left to learn by trial and error which often results in a poor outcome for your employees, the customer and ultimately your business or organisation.

CONTACT US ANYTIME – 7 DAYS PER WEEK

Directly on ☎ 0409474494 or use this Inquiry Online Booking Form

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Managing difficult customers training, de-escalation training aggressive, violent customers courses, programs and workshops throughout Brisbane and across Australia for all staff and employees

MANAGEMENT OF DIFFICULT CUSTOMERS TRAINING WORKSHOP, COURSE OR PROGRAM COVERS:

🔴 Staff identifying the issue and getting to the root of the customer’s concerns and finding appropriate solutions

🔴 At AGKK we educate and train staff how to manage difficult and demanding customers effectively—and why it is essential to do so for their own wellbeing and both short and long-term business goals and sustainable success.

🔴We reinforce strategies behind delivering excellent customer service and the proactive principles behind dealing with difficult customers and turning a heated situation into one where the customer works in collaboration in finding solutions.

🔴 We train staff with techniques to remain calm and reduce anxiety when they have to manage difficult of customers.

🔴 The training will reinforce to staff that there is a line between acceptable and bad customer behaviour when customers go too far.

🔴 The training will assist staff in developing tactical techniques and strategies to be able to apply proactive management skills in dealing with difficult customers.

Difficult customer behaviour can have a negative impact on your staff.

In all businesses and organisations staff will encounter difficult customers.

At AGKK we understand that it is vital to equip your frontline staff and all employees with the skills to confidently manage difficult customers including:

🔴 Demanding, impatient, difficult customers who have unrealistic, inflexible expectations, and make inappropriate personal snipes that cause your staff to feel intimidated and unsafe

🔴 Difficult customers or individuals who can be aggressive, have multiple questions, and change their mind frequently

🔴 Some customers don’t understand the facts, refuse to listen, and blame staff when what the customer makes mistakes

🔴 Aggressive, angry, abusive, difficult customers who just get more aggressive no matter what staff say or do to try to assist them

🔴 Rude, entitled customers who build themselves up by tearing staff down, leaving your employees anxious and emotionally scarred after the encounter

“Your staff can experience difficult, aggressive or violent customers.

AGKK has developed this unique practical training workshop, course or program to equip your staff with the skills to defuse emotionally charged situations and lead customers, clients or individuals to more positive outcomes.”

AT AGKK WE TEACH EMPLOYEES AND ALL STAFF TO RESPOND APPROPRIATELY, CALMLY AND PROFESSIONALLY TO DIFFICULT AND DEMANDING CUSTOMERS

This highly practical effective workshop, course or program is tailor- made specifically for your frontline staff – will equip, educate and empower your employees with the skills to:

🎯 Build rapport (with their words, tone of voice, and body language) and steer customers towards mutually desired outcomes

🎯 Identify, interrupt, strategically manage and extinguish angry and abusive outbursts from customers or individuals before they have a chance to get out of control

🎯 Stop difficult customers in their aggressive momentum and compel customers to listen to staff , respect employees , and appreciate staff advice and assistance

🎯 Redirecting rude, entitled customers back to earth without insulting them

🎯 Staff learn to manage and lead demanding customers to accept more reasonable expectations

🎯 Employees enhance their skills in identifying the underlying, driving force of difficult situations so staff can manage and deal with the heart of the issue and provide an agreeable solution for customers

🎯 Staff effectively resolve workplace conflicts and restore trust with customers and staff team members

We train staff how to Manage, Angry, Rude, Abusive, Threatening & Emotional Customers or Individuals

AGKK de-escalation training helps protect all staff and frontline workers from difficult and abusive customer outbursts.

🎯 We build staff confidence and resilience of all employees, and improve job employee satisfaction and productivity.

🎯 The training improves phone and face-to-face customer service and boost your business professional reputation

🎯 We empower staff with the skills to remain calm and positive during (and after) confrontational, difficult customer encounters

🎯 We train staff in government services in diverse communities

🎯 We train Law enforcement officers, security guards and all staff in all industries in effective techniques to identify, de-escalate, and maintain respectful control in tense situations — especially when dealing with unknown and potentially dangerous individuals.

🎯The practical, live Face to Face training in effective and solutions based.

🎯 The de-escalation workshop, management of difficult customers, course or program content will be tailored to include your workplace unique systems and processes, values, culture, and staff workplace situations.

CONTACT US ANYTIME – 7 DAYS PER WEEK

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ADVANCED BOOKINGS RECOMMENDED

“Bernie the founder and chief instructor has decades of real-world expertise and is dedicated with proven performance in de-escalation training of staff and the management of difficult customers and achieving your business or organisations desired outcomes with solutions that work.

We guarantee that the practical solutions that we provide work for your staff with the effective management of difficult customers.”

✅ Staff attendees can receive a Certificate of Achievement to acknowledge their professional development journey.

This de-escalation course is backed by over three decades of proven training and educational performance of staff across Australia.

Staff need effective practical training in Dealing with Aggressive, Disruptive, Difficult and Abusive Customers

In this training workshop, course or program we provide practical solutions that are logical in providing real world solutions when staff are confronted with difficult, aggressive or violent customers or individuals.

When staff are dealing with customers or individuals face to face unfortunately there are times when aggression levels exceed employees coping mechanisms and the need for third party or emergency assistance may be required.

In our training we always recommend the importance of always safety first.

Staff training and collaborative team work are the two most important tools staff have to regain control in an aggressive incident with a difficult customer, client or individual and resume work place productivity and peace of mind.

We educate and train staff in all workplaces in how to enhance aggression management procedures and the practical training provides staff with valuable tools in giving staff safer proactive options in a workplace conflict crisis.

AGKK de-escalation training has designed this workshop, course or program that is highly interactive and is custom made to provide solutions for staff and your organisation.

AGKK DE-ESCALATION TRAINING AIMS TO IMPROVES CONFIDENCE, SAFETY & WELLBEING OF STAFF WHEN THEY ENCOUNTER DIFFICULT CUSTOMERS, AGGRESSIVE CLIENTS OR VIOLENT INDIVIDUALS

We aim to improve staff personal safety in the work place by reducing the risk of exposure to physical or mental harm, by training staff to successfully prevent escalation of customer, client or an individual’s anger by proactive intervention in an aggressive or violent situation.

AGKK practical de-escalation training in Aggression Management and Violence Prevention will enhance staff competence level in how they tactfully address and manage occupational violence and aggression.

Examples of staff training concepts include

🎯 Elevated aggression prevention and intervention strategies

🎯 Identifying advanced warning signals and considering the threat and prevention of aggression or violence

🎯 High level intervention strategies involving emergency response intervention.

🎯 How to carefully terminate contact with an aggressive customer, client or individual safely – many aspects of safer disengagement are considered.

🎯Recognise and respond safely to difficult or challenging behaviours resulting from Drugs and Alcohol and Mental Health issues

🎯When to initiate an emergency response to dangerous or violent behaviour

At AGKK we Equip your frontline staff and all employees with the skills to effectively manage angry, rude, abusive, threatening, and emotional customers, clients or individuals.

The practical de-escalation training improves staff skills and confidence to:

✅ Staff identify and defuse threatening situations before they escalate

✅ Employees learn to remain calm and controlled when they are confronted with difficult customers, clients and aggressive or violent individuals

✅ Staff learn how to remain safe and protect themselves and others from abusive customer outbursts

✅ Employees build tactical techniques and steer people to mutually beneficial outcomes

✅ Staff enhance the attention, respect, and cooperation of others

✅ Employees maintain and enhance exceptional customer service and productivity

AT AGKK PRACTICAL DE-DEESCALATION TRAINING WE TRAIN STAFF TO EFFECTIVELY MANAGE AND RESPOND PROFESSIONALLY TO DIFFICULT OR AGGRESSIVE CUSTOMERS

This intensive two hour workshop, three hour, half day course or one-day training program teaches staff all they need to know about best practice in customer service. The practical training teaches staff and educates employees the techniques and skills needed to manage and to understand difficult customers.

It will also show employees the benefits of improving listening and language, and teach behavioural skills that can be applied when dealing with customers in person, over the phone and via social media.

The practical delivery is interactive, engaging, enjoyable and solutions based.

MULTIPLE BENEFITS OF MANAGING DIFFICULT CUSTOMERS TRAINING FOR YOUR ORGANISATION, BUSINESS AND STAFF

Your staff are your organisations greatest assets and are essential in achieving your business goals and sustainable targets. To do this, employees need to be able to cope with customers of all types, including demanding, difficult customers and aggressive customers.

Managing Difficult Customers training workshops, courses or programs will see your staff develop more confidence and skills that will empower employees to manage difficult customers or clients.

Staff skills increase resulting in less staff stress and reduced employee anxiety.

The benefits of taking this course are numerous and specific to each business or organisation.

DIFFICULT CUSTOMERS TRAINING IS FOR ALL STAFF AND EMPLOYEES

Managing Difficult Customers program is useful for all staff who deals with customers or clients.

TESTIMONIALS DIFFICULT CUSTOMERS TRAINING

“The training will be custom made for your business, organisation and staff.

The practical deliver of training will be based on real world workplace events and is completely relevant for your business and your staff.

We undertake an initial pre-training consultation, where we assess the skill level needs of your employees, identify and address your desired outcomes and find out valuable information about your organisation and its current needs so we can provide training solutions.”

William Marshall – Training Coordinator National Australia Bank

“We recently conducted AGKK de-escalation training for our staff for proactive skills training in the management of difficult customer workshop.

Bernie is dedicated, professional and a pleasure to deal with, flexible and worked with us to tailor the workshop specific to our desired requirements. His levels of pre-training contact ensures that the training is meaningful and specific to our staff.

The feedback from our staff was excellent they have improved confidence with the practical tools and skills they can implement in workplace situations to make a huge difference to the management of customers. I recommend the practical training and have already rebooked a refresher workshop next year.”

Mary Hansen – Work Health and Safety Officer Century 21

“AGKK practical de-escalation training was well-paced, interactive, and informative.

The training equipped our staff with a strategic mindful skillset for providing exceptional customer service and dealing with difficult situations. The training encouraged teamwork and collaborative decision-making. Bernie provides a tailored course specific to our needs.

Bernie’s experience, combined with his skills and teaching abilities enabled staff to practically engage and enjoy his sessions, acknowledge the value of training and apply the skills learnt immediately in the workplace.”

Bill Stevenson Urban Utilities

CONTACT US ANYTIME – 7 DAYS PER WEEK

Directly on ☎ 0409474494 or use this Inquiry Online Booking Form

ADVANCED BOOKINGS RECOMMENDED

AGKK de-escalation practical training delivers accelerated learning for fast immediate results to businesses, organisations and staff around Australia.

We provide dynamic, interactive, practical training workshop sessions which are engaging and highly informative.

We specialise in custom designed training sessions, structuring the curriculum to suit your organisation and align with your business goals.

AGKK EDUCATION AND PRACTICAL TRAINING ENHANCES YOUR BUSINESS SUCCESS AND STAFF PERFORMANCE

By providing your team with the skills they need to communicate effectively, you are increasing the overall performance of your organisation.

AGKK has been in business for over 25 years and has helped thousands of Australian employees to gain the skills they need to perform better at work and remain safe and confident.

CONTACT US ANYTIME – 7 DAYS PER WEEK

Directly on ☎ 0409474494 or use this Inquiry Online Booking Form

ADVANCED BOOKINGS RECOMMENDED