Course information

Handling Abusive Customers Training Course Outline

Module 1: Understanding Problem Solving in Customer Service

  • Generating Alternatives
  • Evaluating and Selecting Alternatives
  • Implementing Solutions
  • Recognising Common Customer Complaints
  • Techniques for Effective Problem Resolution

Module 2: Identifying Challenging Customers

  • Customers Who Emit a Bad Vibe
  • Customers Who Refuse to Sign a Contract
  • Customers Who Talk about Other Vendors
  • Recognising Signs of Potential Conflict
  • Strategies for Initial Engagement

Module 3: Managing Rude and Disruptive Customers

  • Staying in Control During Confrontations
  • Best Responses to Rude Customers
  • Strategies for Handling Rude Customers
  • Stay Calm and Listen
  • Apologising Appropriately

Module 4: Policies for Dealing with Angry and Abusive Customers

  • Distinguishing Between Angry and Abusive Customers
  • Three-Strike Rule
  • Handling Repeat Offenders
  • Routing Calls to Specialised Advisors
  • Dropping a Customer When Necessary

Module 5: Dealing with Specific Customer Challenges

  • Handling Customers in a Hurry and Those Who Skip the Queue
  • Managing Customers with Negative Attitudes and Specific Complaints
  • Communicating with Non-English-Speaking Customers and Customers Waiting in a Line
  • Addressing Complaints in Writing, Known Problems, and Requests for Feedback

Module 6: Communication Strategies for Difficult Interactions

  • Techniques for Effective Email and Live Chat Communications
  • Importance of Follow-Up Communications
  • When and How to Escalate Issues?
  • Training on Tone and Phrasing in Written Communications
  • Managing High-Stress Conversations

Module 7: Supporting Team Members and Self-Care

  • Supporting Team Members After a Confrontation
  • What to Do When Emotions Run High?
  • Implementing Debriefing Sessions
  • Encouraging Professional Development in Handling Stress
  • Strategies for Personal Resilience

Module 8: Advanced Conflict Resolution and Customer Retention

  • When to Step in and Dealing with the Aftermath?
  • Learning from Difficult Interactions
  • Techniques for Turning Negative Experiences into Positive Outcomes
  • Building Customer Loyalty Through Effective Conflict Resolution
  • Reviewing and Revising Customer Service Policies

Show moredowndown

Who should attend this Handling Abusive Customers Training Course?

The Handling Abusive Customers Training Course is a crucial program designed for professionals across various customer-facing roles who need to effectively manage difficult interactions with customers. This training is particularly beneficial for:

  • Customer Service Representatives
  • Call Center Agents
  • Frontline Retail Staff
  • Hospitality Staff
  • Support Staff
  • Client-Facing Professionals
  • Customer Support Representatives
  • Retail Store Associates

Prerequisites of the Handling Abusive Customers Training Course 

The Handling Abusive Customers Training Course doesn't have formal prerequisites. However, participants should possess a basic understanding of customer service principles and effective communication.

Handling Abusive Customers Training Course Overview

In today's customer-centric business world, the Handling Abusive Customers Training is increasingly becoming a necessity. Among the Personal Development Courses, this course is crucial in equipping professionals across various customer-facing roles with the skills to effectively manage difficult and confrontational interactions. It focuses on maintaining professionalism and ensuring customer satisfaction, even in challenging situations. By learning how to navigate these interactions, employees can uphold the company's reputation and build stronger customer relationships.

For professionals in high-pressure, service-oriented industries, mastering the art of handling abusive customers is indispensable. This training goes beyond just improving customer relations; it also significantly contributes to creating a more positive and less stressful work environment. Employees who are adept at managing difficult interactions report higher job satisfaction and are better equipped to maintain a calm and professional demeanour.

The Knowledge Academy's one-day training programme is designed to offer practical, real-world skills in managing abusive customer interactions. Through a blend of theoretical understanding and hands-on scenarios, delegates are taught to navigate and defuse confrontational situations effectively. The course emphasises the development of key skills such as empathy, communication, and emotional resilience. Participants will gain valuable insights and techniques, enabling them to handle even the most challenging customer interactions with confidence and professionalism, thereby enhancing their role in customer service and support.

Course Objectives:

  • To equip delegates with strategies to de-escalate tense situations
  • To enhance communication skills for handling challenging interactions
  • To develop empathy and understanding in dealing with diverse customer behaviours
  • To strengthen emotional resilience in face of customer hostility
  • To foster a positive approach to resolving customer grievances
  • To ensure adherence to company policies while maintaining customer satisfaction

Delegates completing this course will be proficient in managing difficult customer interactions with professionalism and tact. They will acquire vital skills for maintaining positive customer relationships and a harmonious work environment.

Show moredowndown

What’s Included in this Handling Abusive Customers Training Course?

  • World-Class Training Sessions from Experienced Instructors
  • Handling Abusive Customers Certificate
  • Digital Delegate Pack

Why choose us

Our Sydney venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Sydney is the capital of the state New South Wales in Australia. It is the most populous city in Australia with a population of 4.8 million people. It is located on the east coast of Australia around the world’s largest natural harbour. 1.5 million of Sydney’s residents were born overseas making the city one of the most multicultural cities in the world with over 250 different languages being spoken. Sydney has the largest economy in Australia and its strengths lie in finance, tourism and manufacturing. There are also a large amount of international or foreign banks and corporations in Sydney and is noted to be the leading financial hub of the Asia Pacific.Sydney hosted the 2000 Summer Olympics. Millions of tourists visit Sydney every year to see the landmarks which include Sydney Harbour, Royal National Park, Bondi Beach and Sydney Opera House. There are six universities in Sydney, which are the University of Sydney, the University of Technology, the University of New South Wales, Macquarie University, the University of Western Sydney and the Australian Catholic University. Over 5% of Sydney residents are attending a university. Sydney residents are highly educated as standard, with over 55% of the work force having completed high levels of schooling. 1.3 million people were enrolled in some sort of education during the 2011 census, 16% of these were at a university. The University of Sydney was established in 1850 and is seen as the oldest university in Australia. It is the third best university in Australia and amongst the top 30 universities in the world. The New South Wales Department of Education manages the public schools in Sydney. There are 935 preschool, primary and secondary schools in the whole of Sydney. The Sydney Technical College opened in 1878 and offers a range of vocational training and education including mechanical drawing, surgery, grammar and English skills, steam engines and mathematics. 

Show moredown

Address

90 Carillon Ave, 
Newtown NSW 2042, 
Australia

T: +61 272026926

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Personal Development Training | Handling Abusive Customers Training in Sydney. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's Personal Development Training | Handling Abusive Customers Training in Sydney, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Experience the most sought-after learning style with The Knowledge Academy's Personal Development Training | Handling Abusive Customers Training in Sydney. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Personal Development Training | Handling Abusive Customers Training in Sydney sessions.

best_trainers

Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

venues

State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible

small_classes

Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

value_for_money

Great value for money

Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

tailored_learning_experience

Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

budget

Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

team_building

Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

monitor_progress

Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

Personal Development Training | Handling Abusive Customers Training in Sydney FAQs

Customer service is the assistance you provide to your customers before, during, and after they purchase and use your products or services to make their experience with you as simple and enjoyable as possible.
In this Handling Abusive Customer Training course, there are no formal prerequisites.
This Handling Abusive Customer Training course is suitable for anyone who wants to gain in-depth knowledge and lucrative skills of handling angry or abusive customers in any company or situation.
Working together as a team, listening and sharing, friendly, empathetic support, being honest, improving empathy, deep product knowledge, timeliness, and identifying ways to improve processes are just a few customer service principles that can help you transform your support operations and consistently deliver the best customer service experience.
If you ever find yourself in a situation like this, keep your cool and try to find a solution. You can use a few ways to get out of it, such as maintaining a polite and professional manner, explaining, empathising, honesty, referring to policies, escalating, issuing a warning, silent treatment, stating your position, and terminating the conversation.
This course is [ 1 ] day(s)
Give your client the power to resolve issues if you're not sure what they want from you or if they object to your proposed solution. Inquire about what will make them happy. "If my solution doesn't work for you, I'd love to hear what will make you happy," for example.
During this training course, you will learn various tips and techniques to interact politely with abusive customers and resolve their issues. You will also learn about different customer situations, handling them, and turning angry or abusive clients into loyal customers.
The training fees for Handling Abusive Customers Trainingin Sydney starts from AUD1895
The Knowledge Academy is the Leading global training provider for Handling Abusive Customers Training.
Show more down

Why choose us

icon

Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

icon

Many delivery methods

Flexible delivery methods are available depending on your learning style.

icon

High quality resources

Resources are included for a comprehensive learning experience.

barclays Logo
deloitte Logo
Thames Water Logo

"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

santander logo
bmw Logo
Google Logo

Looking for more information on Personal Development Courses?

backBack to course information

Get a custom course package

We may not have any package deals available including this course. If you enquire or give us a call on +61 272026926 and speak to our training experts, we should be able to help you with your requirements.

cross

BIGGEST
Christmas SALE!

red-starWHO WILL BE FUNDING THE COURSE?

close

close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.

close

close

Press esc to close

close close

Back to course information

Thank you for your enquiry!

One of our training experts will be in touch shortly to go overy your training requirements.

close close

Thank you for your enquiry!

One of our training experts will be in touch shortly to go over your training requirements.