Staff faced with an angry person are often afraid that the behaviour will escalate and that they won’t be able to handle it.
The TUF programme:
- Allays those fears by working with their own reactions
- Provides specific steps about how to respond to the angry customer
- Shows how to turn scary encounters into manageable interactions.
Benefits of learning to deal with aggressive customers
TUF helps frontline staff face angry and upset customers in the course of their work
- On the phone
- Face to face.
They learn to stay positive about the business and their customers.
Without this training the result can be:
- Loss of focus on the real work of your business
- Time off work
- Stress leave
- Low morale
- High staff turnover