A client is irritated and getting angry
What is your response?
Trainings for mid-size and small businesses
The clients of today have high demands and can be very assertive. Supported by the (social) media, people have begun noticing that direct and sometimes aggressive responses work. You and your employees do your best to turn a profit in a client friendly way. Demanding, swearing, or intimidating clients will have an impact.
How resilient are your employees? How much difficulty do they have with this kind of behaviour? Is it something that could lead to them calling in sick? By learning our treatment principles, employees maintain control. This means that a positive outcome benefits the welfare and motivation of the employee.
General training goal
Employees will already recognise behaviours in the early stage and will be prepared to react directly and appropriately. This can prevent escalation of the situation and its consequences. The employee will do everything they can for the client within reason and to an extent that is permissible within the arrangements. Unreasonable demands and difficult behaviour can be prevented or returned to normal by applying the treatment principles and reasonable solutions. The employee is prepared and can take it on!
Trainings
- Aggression and hospitality training
- Conflict management
- Robbery prevention and response
- Emergency training
- Attention and care
- Aggression Intervention Team*
*Upon consultation. According to positions, location, and objective.
Training duration
- 1 part of the day up to 4 hours or
- 2 parts of the day up to 4 hours