Programs
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Applied Psychology has developed a number of programs that enhance
customer service training.
Serving Disabled Customers
Customer Hostility And Rage
Management
Passenger Behavior Management (For
airline personnel)
For complete details about any of these programs or to inquire about
developing a custom program for your particular needs, please
contact us.
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Corporate speaking
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 Looking for a compelling speaker to entertain your audience
while delivering rock-solid advice that can make their jobs easier and
boost your bottom line?
Dr. Terry Riley is
your guy.
Terry blends practical content with psychology and humor. His approach is
unique, his delivery lively, and audiences love it.
To book Dr. Riley for your event, please contact us.
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Axess
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 People
with disabilities are a growing consumer segment with considerable spending
power.
Axess training energizes service providers to welcome and
accommodate all customers and equips them with the information needed and
the practices demanded to exceed their customers' expectations.
Axess training includes:
 Understanding legal definitions
and rights of customers with disabilities
Eliminating the visible and
invisible barriers to service
Identifying practices that exceed
service provided by your competition
Applying proven techniques that
deliver superior service
Responding to emergency
situations
Managing service animals
Continually improving your
customer service program
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C.H.A.R.M. School
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C.H.A.R.M. School is designed to help your close-customer-contact
employees hone their skills in Customer
Hostility
And Rage
Management. C.H.A.R.M. School
equips frontline employees with pre-incident identification
techniques and furnishes them with tactics to effectively defuse potentially dangerous
customers.
C.H.A.R.M.
School training includes:
Defining hostile customer behavior
Understanding the precursors of hostility
Recognizing the effects of confrontation
Identifying pre-incident behavior
Applying hostility defusing techniques
C.H.A.R.M. School training follows the perspective outlined in the
C.H.A.R.M.
School book and is tailored to each client's application.
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HazPax
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 HazPax
passenger behavior management training teaches in-flight crewmembers and
customer service agents how to predict, how to defuse, and—if that doesn't
work—how to manage unruly and potentially dangerous passengers.
HazPax training includes:
Differentiating the obnoxious from the dangerous
Understanding the antecedents of unruly behavior
Recognizing the effects of confrontation
Identifying other contributors, especially alcohol
Spotting
pre-incident behavior
Applying
defusing techniques
HazPax is tailored to merge seamlessly
with each airline's training program.
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