Dealing with Angry or Distressed Customers

Learn how to respond to angry customers and communicate effectively.

Course Overview

Dealing with emotional and distressed customers can be highly stressful for even the most robust employees.

During this workshop participants will learn key techniques for de-escalating and defusing distressed customers. They will learn how to communicate effectively when customers are emotional.

What this workshop covers

During this workshop, participants will learn:

  • about anger as an emotion, including the psychology that fuels it
  • how to reflect on their anger or distress triggers and gain insight into the core components of this survival-based emotion
  • the myths and facts about anger and distress
  • how managing interactions with upset customers effectively can be an opportunity to create long-term loyalty
  • what happens during the Anger Energy Curve and Cycle
  • how to promote calm and rational thinking, instead of adding fuel to the fire
  • a highly effective and proven communication framework for dealing with angry or highly emotional customers
  • how to manage situations involving toxic or threatening behaviour.

What to expect

  • Complete and submit our form and we’ll be in touch within one business day.
  • We’ll talk to you about your specific employee training needs and availability.
  • We’ll tailor a training package to match the challenges and priorities of your organisation.

Who will benefit from this training?

  • This course is recommended for all staff, including those in a leadership role.

What’s included

  • Facilitated workshop, led by a qualified expert.
  • Participant workbook.

Duration:

3 hours, half-day or full-day.

Choose a course length that best suits your needs. Workshop inclusions may vary based on duration.

Contact us for a quote














See other Customer Skills Workshops:

Dealing with Angry or Distressed Customers

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Networking Skills

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Testimonials

The Mental Health Awareness for Leaders workshop was extremely helpful. Great information for managers.

Jason, Recruitment and Employment, Melbourne

I really enjoyed the workshop. It was very clear. I now know what my responsibilities and obligations are and how to do it.

Chantelle, Digital Marketing, Sydney

Overall the workshop was excellent. Dealing with stress has been a challenge for me. I got a lot of great tips from the session that I can put into practice. Great presenter too!

Sarah, Not-For-Profit, Brisbane

I really enjoyed the workshop. It was very clear. I now know what my responsibilities and obligations are and how to do it.

Chantelle, Digital Marketing, Sydney

The Mental Health Awareness for Leaders workshop was extremely helpful. Great information for managers.

Jason, Recruitment and Employment, Melbourne

I really enjoyed the workshop. It was very clear. I now know what my responsibilities and obligations are and how to do it.

Chantelle, Digital Marketing, Sydney

Overall the workshop was excellent. Dealing with stress has been a challenge for me. I got a lot of great tips from the session that I can put into practice. Great presenter too!

Sarah, Not-For-Profit, Brisbane

I really enjoyed the workshop. It was very clear. I now know what my responsibilities and obligations are and how to do it.

Chantelle, Digital Marketing, Sydney