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
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:
- Social Housing
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.
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.
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.
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.
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.
Who have we worked with recently?
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: