CCOHS and iHR Solutions, a national leader in helping companies manage Human Risk, have partnered to create and develop online e-courses to help companies and people deal with the difficulties and issues when human interactions go wrong, including hostile and difficult customers, robbery, and hostage situations. We partnered with Vubiz - an international leader in e-learning development - to help develop this e-course. Vubiz offers other related e-learning courses that may also be of interest to you. Read about them in the Vubiz Catalogue of e-learning courses.
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You’re Failing Your Agents (But It’s Not Your Fault)
Institutional links Search for: GO. Changing Text Size in Browsers. Dealing with Difficult or Hostile Customers. Learn strategies to successfully handle a difficult or hostile situation with a customer. Product pricing and availability are subject to change without notice. To place an offline order, please call Client Services at or Already a registered learner? Topics include: Assessing customers Human communication techniques Verbal, vocal and non-verbal techniques Communication skills Building rapport Coping techniques Upon completion of the course you will be able to: Recognize hostile situations, and customer or client issues Use communication zones Understand rapport building techniques and the role of positive communication Control your own communications and stress responses to hostile customers and clients Average time to complete this course is approximately 1 hour.
Target Audience This course is recommended for workers who deal with members of the public on a regular basis. Prerequisite None Delivery Method This course is delivered as an on-line e-learning course. This e-learning course is designed to help you learn at your own pace and in your own environment at your own convenience Registration Registration for this course is provided online, or by contacting Client Services or calling Review Process CCOHS courses are unique in that they are developed by subject specialists in the field, and reviewed by representatives from labour, employers and government to ensure the content and approach are unbiased and credible.
If you already have an account you can log in here. Anyone working in service will have to deal with an angry customer sooner or later. The stress and unpredictability of these situations are the cause of many disastrous fails. Understanding is the first step in dealing with anything. Why do we get angry at all?
Handling Angry, Hostile and Abusive Customers
It arises when we experience a situation that we consider as unfair. By displaying the potential violence costs of the situation, anger brings us into a better bargaining position. Molly Edmonds explains the physical anger reaction. Anger is a stress reaction, and it pushes us into fight or flight mode. Adrenaline and noradrenaline rush through the body.
The amygdala , the part of your brain dealing with emotion, goes crazy — pushing you to do something. The hyperactive amygdala and reasoning tend to balance each other out fairly quickly. The angry customers that do engage are those that jumped into action before their mental balance was restored, or those who made a calculated decision that they could only get their issue solved if they engage with some power. Test Userlike for free and chat with your customers on your website, Facebook Messenger, and Telegram. Your angry customers represent a source of learning, and an opportunity to make things right.
In angry customer situations, and in interpersonal conflicts in general, the first reaction is usually the first thing that goes wrong.
When someone attacks, we intuitively shoot into stress and defense mode — fight or flight. This fear of a negative outcome results from the desire to turn things into a certain direction. By letting go of the idea that you have to fix the situation, you let go of the fear and the stress. Let go of the responsibility for the outcome. Focus only on the execution. The Zen Mind is however easily confused with apathy — a mindset that plagues plenty of service reps.
The best mindset to encounter angry or annoying people with is one of empathy: the realization that you would be exactly the same in their shoes.
Complete Guide To Dealing WIth Difficult, Angry, Aggressive And Abusive Customers
With their background, experiences, and genes, your actions would be exactly the same. Try practicing this mindset the next time you find yourself in such a situation.
In his or her shoes, you would do the exact same thing. In this condition they are physically incapable to listen to reason. Research has repeatedly shown that even a relaxed mind is nearly impossible to change. We only make sense of facts by running them through the software of our feelings, in that way developing our opinions.
The one thing that has been proven to make us more open-minded, is feeling good about ourselves. Self-affirmation conditioning studies found that when people were asked to think of something positive about themselves, they were more open to facts. For one, a rational argument is out of the question. Instead, the first priority should be to calm the customer down.
First handle the person, then the issue. The questioning technique is a good way to do this. Use follow-up questions to get a clear image of the situation. This simple technique kills two birds with one stone. This by itself will already reduce his combative state of mind. Then you can also make use of that fun-fact about people being more open when they feel good about themselves:.
Dealing With Rude Customers - From kejycerubolo.tk
Thank you for notifying us about this issue. We value customers who do this, because it could have passed by unnoticed and bothered others as well. You allow us to offer a better experience for all our customers. Some tactical ego caressing will make your customer feel good, increasing the odds for an open mind.
The customer could be angry for a reason outside of your control.