Manage client aggression, incivility and stress
Training in the management of violence, aggression and incivility
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About of this training:
| Level : | AVERAGE |
| Training duration : | 2 Days |
| Language : | French |
| Target population : | Anyone confronted with difficult behavior, situations of discontent and aggressive situations, with the public, internal or external people, ... |
| Former : | Mr Othman ATTIA: Expert Specialist in Sales and Marketing; Trainer and Coach confirmed in sales force and in Customer Relationship Management Consultant Trainer in the field for many years. |
| Training method: | Inter-Company training |
| Certification: | State-approved training certificate |
| Training site : | 5* hotel |
The objectives of the training:
- Respond effectively to customer complaints.
- Identify risky situations and difficult customer behavior.
- Recognize and analyze the sources of stress of the dissatisfied customer and the mechanisms of conflict.
- Adopt appropriate attitudes and develop verbal fluency.
- Defuse the aggressiveness, the incivility of the client.
- Anticipate difficult situations by using communication techniques such as listening, observation, etc.
- Integrate physical and verbal techniques to better manage the aggressiveness of your interlocutor.
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