Customer Service - Dealing with Aggressive Behaviour

Course Overview 

In any customer service role, it is inevitable that there are going to be times when aggressive behaviour will be encountered. In a workplace this can increase stress, lower productivity, damage morale and do great harm to a company’s image. With the aid of a scenario, this training video examines the “LASSIE” system, and provides viewers with six simple and practical steps for defusing anger and aggression.

Learning Objectives 

Learning outcomes for this video include:

• The importance of listening
• How to slow the aggressor down and ease the situation
• How to work with the individual to arrive at a mutually beneficial resolution.

Target Audience 

Target audience is those involved with customers.

Business Outcomes  

There are times at work when we all are subjected to difficult or aggressive behaviour.  This video will arm your customer service people with the skills required to deal effectively and efficiently with these situations.

Duration  

 5 Minutes