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Dealing with Difficult Customers (Advanced)

October 12, 2020 @ 6:00 pm - 7:00 pm

 This session examines difficult behaviour, what it looks like, why it occurs and how to manage difficult interactions for both yourself and others.

PRESENTER:     Monique Richardson

COST:                 This is a free event for ASU members.
Collection of your information is used only for contact purposes.

DATE:                 Friday 6 March 2020

TIME:                  6pm-7pm



Boost Your Skills: Dealing with Difficult Customers – Advanced

This webinar is designed for those who work in community services, local government, call centres, airports and travel agencies, and anyone who wants to learn how to deal with difficult customers or customer/client aggression.

Our presenter Monique will guide attendees through managing difficult customer interactions, understanding the triggers of difficult behaviour and provide some tactics & strategies to de-escalate and problem solve.

She will provide some techniques for managing yourself and feelings following such events.

About the presenters:

Monique is a highly experienced, dedicated and passionate Customer Service facilitator, consultant and speaker. She has held long term, senior consulting roles with the Customer Service Institute of Australia (CSIA), the Australia Institute of Management (AIM) and previously held the position of National Training Manager at Hertz.Monique holds her Certificate IV in Customer Contact, Training & Assessment and is an accredited DiSC profile practitioner and successfully runs her own customer-centric training consultancy, delivering learning initiatives at all levels to a diverse portfolio of clients & organisations. An energetic & interactive facilitator, Monique brings a deep breadth of knowledge to her work with others whilst providing engaging and practical learning outcomes.

Topics covered:

  • What difficult behaviour looks like
  • Managing difficult customers or client interactions
  • Understanding the triggers of difficult behaviours
  • Practical tactics and strategies to de-escalate and problem solve.



October 12, 2020
6:00 pm - 7:00 pm

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