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C.H.A.R.M.
School
Customer Hostility And Rage Management
A workshop for customer service trainers
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Five reasons not to attend this workshop
1. We've never had a problem with dangerous customers.
Yet. On average, 5 retail or service employees are murdered and 4,500 are assaulted on the job
by customers
each week in the U.S.*
2. We know how to deal with upset customers.
Don't mistake competence in handling difficult customer service situations with the
ability to manage people predisposed to violence.
3. We include conflict resolution training for
our employees.
C.H.A.R.M School is not about "harmonizing feelings." It's about
identifying and defusing potentially dangerous situations.
4. Managing dangerous customers is not a priority for
us.
Don't wait until your employees or customers become victims to learn how to avoid being victimized.
5. Our company doesn't support programs like this.
Bummer.
* National Institute for Occupational Safety and Health
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2010
Schedule
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January 21-22
April 15-16
June 3-4
October 7-8
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 Sydney
Las Vegas
Chicago
Hong Kong
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Training on your site is also available.
Contact us.
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Why attend
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Today’s customers are more harried, more demanding, and more dangerous than
ever. With an apparent trend toward more incidents of customer hostility and
rage, the safety of your employees, your customers, and your company's
assets takes on new, urgent, and challenging dimensions.
That challenge falls squarely on the shoulders of your frontline employees.
The lessons learned in this workshop will help you help them
to meet that challenge.
Upon completion of this workshop you will be able to equip your employees with
pre-incident identification techniques and arm them
with tactics to effectively and safely manage potentially dangerous customers.
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Who should attend
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This workshop is intended for customer-service managers and trainers. It
is particularly relevant to the following businesses:
Gaming and casino
Financial
services
Restaurant
Healthcare
Lodging
Airline
Retail
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What you'll learn
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In this workshop you will learn...
What differentiates offensive from
hostile behavior
What
underlies customer hostility and rage
What to
expect of your employees when dealing with hostile and abusive customers
How personal confrontation
affects all parties involved
How
to anticipate and defuse customer
hostility
How
to manage groups of hostile customers
What
to do when hostility turns violent
How
to use reports of customer abuse
Note:
Neither physical
defense nor restraint
training are
included in this workshop.
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What you'll get
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You will be provided with a complete set of training materials
that can easily be adapted to your customer service training needs. They
include:
A facilitator guide
A student
workbook
A PowerPoint™ training presentation on CD
Master templates of participant exercises
10 copies of C.H.A.R.M. School (the book)
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Your workshop leader
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Dr. Terry Riley is a psychologist and internationally recognized authority on
travel behavior.
Terry's approach to training is sometimes traditional,
occasionally unconventional, very "hands-on," and always pragmatic. You will
learn by doing, remember by having done, and enjoy the process.
More information about Terry can be found here.
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The particulars
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Duration: 9:00am to 5:00pm
each day
Attendance:
Limited to 20 participants
Tuition: US$2495
(Includes continental breakfasts, lunches, morning and afternoon refreshment
breaks)
Multiple enrollment discounts are available
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Ironclad,
Money-Back
Guarantee
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We
do not guarantee our techniques to be foolproof. But we absolutely guarantee that your
employees will
significantly improve their abilities to identify and reduce the risk of dangerous
customer
behavior. If you don't agree, we will refund your money on the spot.
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Information
and sign up
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For more information or to
enroll,
send an e-mail or
call +1-505-310-3277
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