Sometimes we encounter people that are ‘difficult’ to handle. A customer that is angry from the outset or that starts off okay but get progressively snappier. How we handle these types of conversations, whether face-to-face or over the telephone, can make the situations better or worse. We also need to be able to ‘recover’ from such conversations to avoid carrying negativity through into the next one, even subconsciously, which can result in us wondering ‘why am I always the one that gets the difficult people?’

In this course we take time out to recognise the customer’s side of the ‘beachball’, in other words, how their view is often different to ours. Utilising video, discussion and audio this course is interactive and refreshing, a real shot of ‘oxygen’ to help you stay calm and in control.