Retail Selling Skills - Dealing with Aggressive Behaviour

Course Overview 

In any customer service role, it is inevitable that there are going to be times when aggressive behaviour will be encountered. In a workplace this can increase stress, lower productivity, damage morale and do great harm to a company’s image. With the aid of a scenario, this training video examines the “LASSIE” system, and provides viewers with six simple and practical steps for defusing anger and aggression.

Learning Objectives

The importance of listening

How to slow the aggressor down and ease the situation How to work with the individual to arrive at a mutually beneficial resolution.

Target Audience

Target audience is those involved with customers.

Business Outcomes

There are times at work when we all are subjected to difficult or aggressive behaviour. This video will arm your customer service people with the skills required to deal effectively and efficiently with these situations.

Duration  

 5 Minutes