If Looks Could Kill - The Power of Behaviour

A survey carried out in 2006 showed that 45% of us regularly lose our temper at work. But anger is not an option for staff whose job involves face-to-face dealings with customers – whatever the provocation, they need to put aside personal problems and prejudices, manage their emotions and remain totally professional at all times.

If Looks Could Kill: The Power of Behaviour introduces proven techniques to help customerfacing staff stay cool and in control when dealing with awkward customers and tricky situations. With the practical guidance provided, staff will be able to choose instead behaviours that improve customer attitudes, create new sales opportunities and enhance the reputation of a business and its services.

Course Subject Area

• Customer Service