CUSTOMER BEHAVIOURS TO DEAL WITH - E-CLASS
DESCRIPTION

Disruptive behaviours come to the fore both in business and private life. Pursuing goals while the other party projects ignorance, anger, or chattiness, is not always easy.

In this interactive digital e-class, delegates will recognise disruptive behaviours; they will learn how to maintain control of the situation and close the discussion with a favourable agreement.

IT IS DESIGNED FOR

Anyone who deal with customers, on the phone or face to face, and want to be equipped with techniques on how to deal with difficult personalities.

COMPOSITION & DURATION

E-class contains 8 chapters including

• 50 short videos and dialogues
• 15 interactive exercises and
• 1 summary quiz

Supplementary materials

2:30 hours

2.1 OBJECTIVES
2.1.1 Objectives
2.1.2 Opening
 
2.2 OVERLOOK THE IGNORANCE
2.2.1 The Ignorant
2.2.2 Dialogue
2.2.3 Interactive Exercise
2.2.4 Develop strategies
2.2.5 Dialogue
2.2.6 Interactive Exercise
2.2.7 Summary
 
2.3 CALM THE ANGER
2.3.1 The Angry
2.3.2 Dialogue
2.3.3 Interactive Exercise
2.3.4 How to react to Anger
2.3.5 Dialogue
2.3.6 Interactive Exercise
2.3.7 Summary
 
2.4 DISARM THE DISCRIMINATOR
2.4.1 The Discriminator
2.4.3 Dialogue
2.4.4 Dialogue
2.4.5 Interactive Exercise
2.4.6 Summary
 
2.5 CARRY ON WITH INTERRUPTERS
2.5.1 The Interrupter
2.5.2 Dialogue
2.5.3 Interactive Exercise
2.5.4 Summary
 
2.6 SMOOTHEN THE RUDE
2.6.1 The Rude
2.6.2 Dialogue
2.6.3 Interactive Exercise
2.6.4 Summary
 
2.7 CHANNEL THE CHATTY
2.7.1 The Chatty
2.7.2 Dialogue
2.7.3 Interactive Exercise
2.7.4 Summary
 
2.8 CLOSING
2.8.1 Summary
2.8.2 Supplementary materials
2.8.3 Feedback form
2.8.4 e-class Quiz
 
Final Quiz
 
Only £127 plus VAT 
 

 

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