Martin Gilhooly

learning and development
+44 (0) 7712 656447

25,000 delegates since 2000

over 250 clients

Proud to work with the CCA
Independent CCA Global Standards Auditor

Managing Challenging Customers and Patients

Call Us On: +44 (0) 7712 646447

It is inevitable that your organisation's colleagues face challenging customer behaviour, maybe even on a daily basis. Our support has consistently delivered valued support in the most challenging area of working life, for approaching 20 years. We have delivered hundreds of learning experiences across a wide range of sectors including:

  • Healthcare
  • Government
  • Social Housing
  • Finance

The Goal

The outcome of our approach is to better arm colleagues, by maximising their preparedness avoiding the need to develop an appropriate response when the actual, real life difficult interaction happens.

The Training

Our popular training event is highly interactive from the start and we are told: enjoyable and the learning highly appropriate and implementable in both the Private and Public sectors, including the NHS.

Part One: Framing the Theory

The workshop concentrates upon giving delegates a series of theoretical learning opportunities fucussed around:

  • Psychology, using Berne's Transactional Analysis Model
  • Personal awareness
  • Conversation structure and control mechanisms
  • The development of powerful response options
  • Handling abusive interactions
Part Two: Setting Theory to Practice

Once the learning experience is delivered, the second half of the event involves implementing the theory:

  • Developing actual responses to real situations using a library of audio (phone) and video (face to face) scenarios.
  • Delegates meet challening customer and patient interactions giving them the opportunity to develop handling strategies and responses, using the learning of the wokship and their own expertise.

The Result

Giving colleagues new knowledge, skills and techniques and then practicing these in a non-threatening, supportive environment to give the potential of better management of challenging customer situations.

The Cost

Typically a three hour workshop costs from £395 (plus VAT) and a full day advanced workshop costs £750 (plus VAT). If your needs are more bespoke, please email martin who will happily customise an event to meet your needs.

Aggressive Customer Aggressive Customer Aggressive Customer

About Us

Our Background

Our belief is that customer service excellence is achieved by highly skilled, well informed, motivated, talented people using their personalities to engage and interact to provide a positive human experience.

When dealing with challenging people, this same principle applies, albeit on those occasions, the challenges are much more complex and demanding.

Our learning experiences have helped thousands of professionals to positively overcome such challenges, whilst maintaining the high standards to which they aspire.

Martin Gilhooly

Our Clients

Who have we worked with recently?

One Vision Housing
The Elms
Tower House
Trinity House
Keycare Insurance
Companies House
Calmac Ferries
Caledonian MacBrayne
NHS England
Kingdom Housing Association
Rutland Lodge Surgery
Domestic and General
Scottish Parliament
Dunbartonshire Council
Derby Homes
Affinity Sutton
Companies House
Renfrewshire Council
Cheshire East Council
Wellingborough Homes
Barnet Homes
One Vision
Charnwood Homes
Leeds Federated Housing
Longhurst Homes
Broadland Housing
Knowsley Housing Association
Poplar Harca
Two Castles Housing Association
Riverside South East
The Cheese Cellar
Domestic and General
Nottingham Homes
Cardiff Council
A2 Dominion
York Housing
Festival Homes
Trent and Dove Housing
Watford Community Homes
Cotman Homes
Great Places
Yorkshire Coast Housing
Three Valleys
Circle Anglia
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Our several hundred clients are consistently satisfied with the value we deliver and the high standards of communication and support they experience before, during and after the learning experience. We are happy to guarantee client satisfaction, or we won’t send an invoice. We are also happy to report, we haven’t had to invoke this action!

Below is a list of some of our closest clients:

Contact Us

We take great pride in the service we offer to our customers, if you get in touch with us we always aim to get back to you the same day so please drop us a line and test us out.

Our Address

If you would like to write to us our office address is:
6 Ilkley Hall Hews
West Yorkshire
LS29 9SH

Email Us

Email is probobly the best way to get in touch with us, so feel free to either fill out our form, or email us directly at