Different types of behaviour and how to respond

Use this training resource to introduce participants to ways of identifying the behavioural clues given by customers and to use this knowledge to diffuse the situation by applying their own positive service skills.
The nature of a service provider's job means that they sometimes come across customers who might almost literally drive them mad! However, regardless of whether the customer is rude, upset, frustrated, angry or even irate, it is down to the service provider to manage the situation appropriately and positively with their own service skills. This training activity encourages participants to identify different types of complainant behaviour, and to devise their own strategy for dealing with it. Note: the term 'complainant' is used here in the general sense of 'person who complains'.

You start by introducing the participants to three types of complaint, as defined by a study of dissatisfied customers: those who complain to the company; those who complain to other people; and those who complain to a third party. You then outline four different categories of complainers and the participants take part in a group exercise to determine the traits of the different categories and start to compile and image of what these different customers might say, do or sound like. Using this information, the participants then work on strategies for dealing with these types of behaviours, using a checklist of techniques for handling difficult situations, as well as their own knowledge and experience. You end by running a large group exercise, which although conducted in a light-hearted manner, gives the participants the opportunity to practice some of these techniques and to get feedback on their performance.


Who is it for: This training resource is intended for use by trainers to enable participants to look at the importance of remaining assertive in difficult situations and the positive outcome this can achieve.

• Themes:
• Basic customer care ,
• Call-handling techniques ,
• Complaint handling ,
• Customer care ,
• Customer interface ,
• Customer service ,
• Dealing with complaints and aggression ,
• On the telephone ,
• Refusing requests ,
• Selling ,
• Telephone skills ,
• Telesales ,

Resource Type: Activity

Min Group Size: 6

Max Group Size: 12

Typical Duration: 02:00:00

No of Pages: 26





Purpose: This training resource is intended for use by trainers with all members of staff, particularly those with customer-facing responsibilities, whether face to face or on the telephone.