Customer Service,

  Dealing with Clients in

  Crisis and



This workshop focuses on building capability to manage dfficult customers, de-escalation techniques and risk identification and management practices when working in challenging or hostile situations.  The training explores how to communicate more effectively; typical problems and how to deal with them plus how to manage and reduce stress in the workplace.

Learning outcomes and content includes

  • What constitutes good customer service
  • Understanding customers and their changing needs
  • How we communicate effectively – verbally and non-verbally
  • What challenging behaviour can customers display and a process-driven approach to anticipating possible risks, causes and triggers
  • Risk assessment: a conflict escalation chart to recognise early warning signs and the likelihood of escalation
  • How preparation may result in prevention
  • Difficult/aggressive behaviours and ways to diffuse
  • Understand the human response to conflict and danger
  • De-escalation techniques
  • Risk management approach
  • Self-protection, resilience and wellness strategies
  • Increased confidence and preparedness to manage customers and clients in crisis



Key Details

Duration: Full day

Recommended audience:
Front-line customer service staff

Maximum Participants: 15



Capability Framework Alignment

Personal Attributes1



Results    People Management1




“This has really made me feel more confident to manage difficult situations.”

“Clear, interactive and infomative” HPCA



Specialist trainers in:

Writing Job Applications & Interview Skills

Merit Assessment


Communication Skills

Customer Service



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