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Mel Ashworth
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Mel Ashworth:

Managing difficult customers

First Class - Managing Difficult Customers

Your programme is designed to encourage participation, the sharing of ideas and the exploration of behaviour. Delegates will have the opportunity to try out techniques for diffusing difficult situations, to formulate their own strategies for dealing with customers and to discuss what is unacceptable in terms of customer behaviour. All the group work from the day will be captured in photographs and sent to you afterwards as a permanent reminder of the day.

Proposed format for the day
The draft below explains the desired outcomes for the day, as well as the approximate timings. The invitation sent to those attending the day will not include these additional notes or timings.

The day will allow delegates to:
• explore the causes of difficult behaviour
• practise diffusing difficult situations
• decide how to deal with such situations
• build strategies for coping with verbal insults
• discuss the difference between difficult and unacceptable behaviour



Refreshments available

Welcome, introductions and setting the scene for the day

Reasons that Customers become Difficult




Behaviour Cycle

Perceptual Positions

Other Ways of Diffusing the Situation

Personal Reflection




Matching, Mirroring & Leading

Deciding on Actions

Resourceful States at Will


Tea/coffee break


Perceptions, Realities and Beliefs


Time for personal reflection, review and evaluation



A programme similar to this has been run by Fiona Robson at NFU Mutual on various occasions, either as a stand alone programme or as part of a general workshop on Customer Service. Also last year for Needham and James solicitors

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