Training course

Customer Care Dealing with Difficult and Aggressive Behaviour

This course will give the participants the opportunity to develop the skills to deal with difficult and aggressive behaviour. Delegates will have the opportunity to examine the phases of aggressive behaviour and develop an approach to remain in control. They will be able to identify triggers which may provoke an incident; understand the tactics for dealing with the situation and methods to deal with the aftermath.

  • 1 Day
  • Online or in person
  • Private courses available
Download outline (PDF)

Prerequisites

  • There are no prerequisites for this course.

Included

  • Lunch and refreshments when training is delivered at our training venues
  • Comprehensive course materials and exercises

Course content Back to top

  1. Key Topics:
    Customer Care and its benefits
    Perception
    Personality Types
    Empathic Listening
    Asking the right questions
    Dealing with Difficult Customers
    Handling customer complaints
    How to say no nicely
    Phases of a difficult incident
    Behaviour to avoid
    Techniques and skills for defusing difficult situations
    Defusing difficult situations – principles for Action
    Signalling non-aggression
    Personal development planning

Training a team?

Run this course privately, on your dates

  • Private Flexible course content, flexible training date(s), flexible location(s), variable course length, private to your organisation - Courses can be held at one of our training venues or at another location convenient to you. Training can be set over a number of days or weeks to allow for practice time between training sessions.
  • Bespoke Bespoke private training can be based on an existing course or a number of lessons taken from several courses, we can also write bespoke courses for you based on your in-house systems or development program.
  • Virtual These courses can be attended from anywhere.

What delegates say Back to top

Any other comments or recommendations

“Brilliant and well presented”
F.R., Hbc Vehicle Services Ltd

Any other comments or recommendations

“Excellent informative course”
L.M., Hbc Vehicle Services Ltd

How would you rate the facilities overall

“Excellent modern facilities”
S.O., Railway Housing Association

How would you rate the course content overall

“Given very helpful and useful guidance”
S.O., Railway Housing Association
“The course has shown me the easier way to do things I was doing before so I will put that into practice.”
L.P., Egger Uk, Excel Level 2

What were the most useful aspects of the course

“Personality profiling knowing how to understand and respond to others”
R.R., Welwyn Components Ltd, Introduction to Management

Which part of the course did you find particularly valuable

“All of it because my knowledge of SharePoint was very basic.”
J.F., London Borough Of Merton, SharePoint and Teams Overview

Following this training what are you going to do differently

“Start sharing knowledge creating monthly reports with what I#39ve learned to share with other teams about page effectiveness popular pages.”
A.M., South Tyneside and Sunderland Nhs Foundation Trust, Google Analytics Essentials

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Please contact us to discuss your Customer Care Dealing with Difficult and Aggressive Behaviour course, we have many solutions available to ensure you receive the best training possible.

Learn with IT Training Solutions. Small course sizes. Course materials included. Flexible Customer Care Dealing with Difficult and Aggressive Behaviour course content. Expert trainers and tried & tested training methods. Many course materials available online using your personal training account. Please contact us to booka place or get a quote for your Customer Care Dealing with Difficult and Aggressive Behaviour course.

IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed: 10/20/2026 10:16:15 PM