Dealing with Angry Customers

This course is for people working with difficult or angry customers on a regular basis. Participants will be trained in a range of valuable and practical techniques to help them deal with a range of situations and will take part in practical exercises and discussions to help them diffuse angry customers and prevent situations from escalating. A copy of Dr Sandi Mann's book, Anger Management in a Week, is available with this course.

This Business Training programme is delivered by Dr Mann at North West University. Dr Mann is the author of Hiding What We Feel, Faking What We Don't (Vega),Psychology Goes to Work(Purple House), Managing Your Boss in a Week(Hodder and Stoughton) and Anger Management in a Week (Hodder and Stoughton) See All Publications.

Dr Mann is a regular contributor to various media outlets on topics of work psychology (such as Radio 5's Breakfast Show, Radio 4's You and Yours, BBC Working Lunch and Business Breakfast, The Guardian, the Observer, Daily Mail etc), was for many years 'Dr Work' on the Guardian's internet site and is a member of the Chartered Institute of Management's Bullying in The Workplace Task Group. See Course Reviews

Courses are offered onsite. Durations vary according to your exact requirements but are usually delivered over a half day (from £450)or full day (from £750).