B3 Dealing with difficult customers

Since 1998 over 2,000 housing staff have attended Ben’s flagship course. There are many conflict management courses on the market but this is the only one designed by housing workers specifically for housing workers.

In the years it has been running the course has evolved from the input of the participants to a point where we believe it to be the absolute best course of its kind for customer facing housing staff, because it has grown with them and reflects the day to day realities they face.

Modules covered on this course:

• Reading people’s motivation.
• How to get rapport with absolutely anyone.
• Understanding body language and nonverbal communication.
• Influential language skills.
• Coping with aggressive behaviour
• Turning complaints into positive action
• 4 techniques for de-escalating confrontation

Outcomes:

Course delegates examine their own behaviours and motivations as much as the customers and working with what they already know they will leave with an improved sense of not only how to deal with aggression in others but also with greater awareness of how their own approach affects others. They will also have a toolkit of techniques that work.

Who should attend?

Anyone at all who wants to improve the way they interact with others in difficult situations in frontline services.

If you wish to book Ben for this course

Please use our standard booking form below.  Note that >> terms and conditions apply.