Program Objectives

Diffusing Hostility - Customer Service Training Scenesis intended to provide trainers, managers and employees with powerful tools that can stimulate discussion around the complex issues of dealing with hostile customers. The scenes will help customer service personnel develop skills to calm difficult situations, win the customer back into a respectful relationship, identify where organizational procedures negatively impact customer service, provide positive alternatives for angry customers, and know when a hostile customer crosses the line and becomes a safety risk.

Program Contents

Diffusing Hostility - Customer Service Training Scenes consist of 4 workplace dramatizations, each followed by a discussion of the issues presented. These include:

• recognizing a customer's hot button
• showing a customer that you hear them and you care about their concerns
• keeping organizational procedures from angering a customer
• determining a customer's needs
• providing creative alternatives to meet customer needs
• keeping the customer informed
• putting customer and employee safety first

Support Materials

This volume of The QMR Training Scenes Library comes with a facilitator's guide and handouts. With the purchase of the program, QMR grants you license to make as many copies of the Guides or handout/transparency pages as you need for your organization's use.

Training Applications

QMR Training Scenes can be used in a variety of training applications:

For the professional trainer, it can be a valuable resource to plug into or enhance an existing training program. It can also be used for short refresher courses, to revisit training that has already been completed.

For the supervisor or manager, it can provide a modular tool to focus on-site training sessions around workplace issues. As the training function becomes decentralized in many organizations, such tools are increasingly useful.

Because each scene can be an independent unit, QMR Training Scenes can be the basis of a weekly (monthly) work group discussion around a variety of issues. The resource is flexible, easy to use and can be adapted to a wide range of training applications.

Facilitator's Guide included.