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Frontline customer service staff, call center agents, support representatives, and supervisors.
Difficult customer interactions can quickly become challenging when emotions run high or expectations are not met. This practical one-day program helps participants understand difficult behavior, communicate with confidence, and respond appropriately across phone, face-to-face, and digital channels. Participants will learn how to de-escalate tense situations, set respectful boundaries, identify when escalation is required, and follow through professionally.
Before the course each delegate will be asked to complete a Pre-Course Briefing Form to determine their individual objectives for attending the course. These objectives will be used by the Tutor to give on-target training that is focused on the individual delegates.
At the end of the course each delegate will be asked to complete a Personal Development Plan that can be used as part of future appraisals, and that will also be an important tool for management reference.
Total Investment: AED 2,150/- + VAT, which includes – Training Materials, Lunch and Refreshments. Discount available for multiple bookings.
Frontline customer service staff, call center agents, support representatives, and supervisors.
Difficult customer interactions can quickly become challenging when emotions run high or expectations are not met. This practical one-day program helps participants understand difficult behavior, communicate with confidence, and respond appropriately across phone, face-to-face, and digital channels. Participants will learn how to de-escalate tense situations, set respectful boundaries, identify when escalation is required, and follow through professionally.
Please contact us for specific details on the courses we are running. Our Business Development Staff will be happy to provide you with further details.
Before the course each delegate will be asked to complete a Pre-Course Briefing Form to determine their individual objectives for attending the course. These objectives will be used by the Tutor to give on-target training that is focused on the individual delegates.
At the end of the course each delegate will be asked to complete a Personal Development Plan that can be used as part of future appraisals, and that will also be an important tool for management reference.
Total ONLINE Investment: AED 1,450/- + VAT
