If Looks Could Kill: Controlling Your Behaviour

Introduction

A survey carried out in 2006 [1] 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: Controlling Your Behaviour illustrates how staff can deal with difficult situations more effectively by controlling their own behaviour and managing that of other people. Structured around a series of engaging video clips featuring Dawn French, key messages are delivered with simplicity and impact to make the learning more memorable. With the practical guidance provided, staff will be able to conduct themselves in a way that improves customer attitudes, creates new sales opportunities and enhances the reputation of a business and its services.

Source [1]: The British Association of Anger Management, Sunday Times Magazine - July,16 2006

Who is the course for?

If Looks Could Kill: Controlling Your Behaviour is an ideal course for all customer-facing staff. It will help them to deal with difficult situations more effectively by controlling their own behaviour and managing the behaviour of their customers.

This course is appropriate for any business sector, there are no formal entry requirements and employees do not need any prior experience.

What will you get from this course?

When you have completed this course, you will be able to:

• Understand how your behaviour affects other people’s opinions of you
• Recognise the importance of good customer service
• Acknowledge, assess and serve customers professionally
• Control difficult situations by managing the customer
• Understand the role body language plays in people’s perceptions of you
• Keep your cool when faced with angry or emotional customers

Course features

Famous faces including Dawn French will show you how to deal effectively and professionally with customers in difficult face-to-face situations. In this spoof detective case, customer service failure has created a victim: a customer driven to distraction by careless behaviour. A detective pieces together the customer’s last movements and shows how the unprofessional attitude of service staff led to her untimely demise.

By following the detective as he examines all the evidence and figures out ‘whodunnit’, you’ll recognise some common customer service errors and understand how to correct them. The familiar settings and witty role play will help you to apply the material to your own workplace.

Before you begin you’ll take a short test to help identify any knowledge gaps. As you work through the course you’ll be presented with simple exercises to check your learning.

You can start the course straight away and access it at any time, providing you have the use of a computer with an internet connection. The course is available for six months from the date first accessed.

Other courses you might be interested in

Steps to Success - Professional Customer Service Skills, Who Sold You This, Then?: Effective After-Sales Service, No Complaints?: Complaints and the Customer,
Demanding Customers: Customer Care Made PERFECT

Course code

104198BT056

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