At this high impact workshop for front line staff you will learn techniques that will allow you to handle really challenging customer service situations with confidence. You will learn our easy-to-use customized seven-step model for managing customer service disputes effectively, learn to be assertive, maintain patience and avoid common mistakes. You will experience a range of practical and interactive discussions, exercises and role plays that will give you new and effective tools for dealing with difficult conversations and people. Whether managing a problematic customer or having more productive conversations with fellow staff, this course will give you the core tools you need. You will have opportunities to practise learned skills in a variety of contexts so that the skills can become second nature.