COURSE CONTENT
Day 1
Recognizing unreasonable customer demands
- Know what you can promise the customer & what you can’t
- Know how to say no without offending the customer
- Make the customer feel valued even when they don’t always get what they wan
Being street smart after work
- 5 fundamental rules that ensure you go home safely every night
- How to avoid a potentially dangerous situation
- Improve your physical alertness after a tiring day at the office
Handling customers who ‘bully’
- Recognize ‘bullying’ signals & intimidation from your customers
- Be psychologically strong when being shouted at
- How to give to the customer without giving away the business
Facing physical danger after work
- How to handle someone gripping your wrist
- How to deflect a slap meant to stun you
- How to respond when someone grabs your collar
Day 2
Handling verbal abuse at work
- Controlling your voice to enhance your authority
- Build rapport with even the most hard-core customers
- Choosing your words to control the situation
Tackling more dangerous physical threats
- 3 steps to averting sexual harassment by a stranger
- How to deal with a knife threat by a mugger
- Women with long hair – what can you do to be less vulnerable
Managing customer confrontations
- Body language & its uses in influencing a difficult customer
- How to use your facial expressions to soften an angry customer
- Room set-up to ensure a psychologically conducive environment
Situations & Scenarios
- Maneuvers against robbers in a dimly-lit car-park
- Surrounded by 3 men in a small lift : what to do
- What if you are already pushed onto the ground
Core Benefits to the Company
- Employees who can handle difficult people won’t dread going to work. They become confident and resolves problem amicably and purposefully.
- Employees who can protect themselves won’t mind working late. Every day news of robberies, snatch thieves has a negative impact on employees working late.