TRISAT Limited
Beacon Park Innovation
Centre, Gorleston,
Norfolk, NR31 7RA
#1st UK Accredited Workplace
Violence Prevention Supplier
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T: +44 (0) 333 577 0899
E: admin@trisat.co.uk
Opening Times:
Mon - Fri: 09:00 - 17:00hrs

Dealing with Difficult People on the Phone or Digital Media Course

InstructorT. Kent

The cost is £15.00

Welcome to the Dealing with difficult people on the phone or digital media course, this e-learning course creates an awareness to educate and inform delegates of basic security concepts, so that you can gain invaluable tools to aid you in your effective non-facing communications strategies when dealing with problematic phone calls and digital customer service requests.

One of the biggest challenges in customer service is the dreaded difficult customer. Dealing with difficult customers through phone, email or live chat presents unique challenges. This course will introduce you to the seven types of difficult customer and show you some strategies for turning them into satisfied customers over the phone, email, or live chat.

This short course considers:

  • Why it is important to know how to deal with difficult customers
  • The seven types of difficult customer and how to deal with them
  • Strategies for dealing with difficult customers over the phone
  • Strategies for dealing with difficult customers through email or live chat

    • You will be guided through basic strategies and concepts whilst dealing with difficult people on the phone or via email or live chat facilities. Work through this short eLearning course at your own pace and once complete don’t forget to download the attendance certificate

    Course Features

    • Duration: 20 Mins
    • Skill Level: Basic
    • Language: English
    • Mobile Ready: Yes
    • Certification: TRISAT
    • Test or Exam: Yes

    • Module 1
      Welcome to the course – you will be provided a PDF on how to get the most from your course. Then a short introduction video on the subject matter and lastly a short before you begin understanding of your current knowledge.

      3mins

    • Module 2
      Let’s get started – here you will take our interactive e-learning course on the following subjects:

      – Why it is important to know how to deal with difficult customers
      – The seven types of difficult customer and how to deal with them
      – Strategies for dealing with difficult customers over the phone
      – Strategies for dealing with difficult customers through email or live chat.

      At the end of the e-learning you can take a quick final short test.

      15mins

    • Module 3
      Next Steps– here you will be provided with other resources and a recap video explaining the elements of the course that are important. Then finally you will need to complete a quick survey for CPD purposes before you can download your attendance certificate

      2mins

    T. Kent

    About Instructor

    Tremaine Kent has managed various aspects of security from high risk environments through to complicated technical projects, some of which was gained from a military and corporate perspective.

    Tremaine has served with various specialist units within the military and has carried this experience through to Trisat.

    Tremaine is a member of the Security Institute and holds a BSc in Security Consultancy and a FdA in Protective Security Management, amongst other relevant qualifications.

    Tremaine also has experience within the education and skills sector assisting in writing the National Occupational Standards for Close Protection with Bucks New University. This accolade of experience and qualifications enables Tremaine to author and develop unique modern courses in personal security, conflict resolution & situational awareness e-learning courses.

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