Omgaan met agressieve klanten incompany
A two-day course just for your group. You choose the date and the place, and the trainer tailors the content to your practice beforehand.
NRTO quality mark
- Tailored: matched to the level and goals of your team
- Trainers from the field, who do the work themselves
- At your premises, at ours or online, on a date that suits you
- In Dutch or English, in the language of your choice
Jullie trainer: Saar, Joris, Elzo of Garbrand 775 evaluations in total, average score 8,8. View the trainers
What the course covers
An angry customer on the phone, a dissatisfied visitor at the desk or a conversation in which you have to say no. You learn how to stay calm, assess the situation and bring the conversation back to the substance.
Lees het volledige programma van Omgaan met agressieve klanten
How an in-company course works
- RequestYou tell us which course it concerns, how many people and roughly when. You receive a quotation with a fixed price for the group.
- AlignmentWe discuss what the group can already do and what should be different afterwards. The trainer adapts the examples and exercises accordingly.
- The courseOn the day and at the place you chose, with course materials for every participant.
- AfterwardsEvery participant receives a certificate of attendance.
Practical information
- Duration
- Two-day course
- Group
- Only your own people
- Location
- At your office, at one of our locations or online
- Date
- You choose
- Language
- Dutch or English
- Included
- Course materials and a certificate of attendance
- Price
- Fixed price per group, in a tailored quotation (scheduled course: EUR 1250,- excl. VAT per participant)
The trainers of this course
Ratings from participants after completing their course, across all courses by this trainer.
Veelgestelde vragen over Omgaan met agressieve klanten incompany
Waar vindt de incompany training Omgaan met agressieve klanten plaats?
Wherever suits you: at your office, at one of our training locations or online. You also choose the date.
Can the content be tailored to our organisation?
Yes. Before the course we discuss with you what the group can already do, where things go wrong in practice and what should be different afterwards. The trainer uses examples and exercises from your own work.
How large can the group be?
That depends on the course. For a skills course we prefer to work with a small group, so that everyone can really practise. If more people are involved, we schedule several groups or set up a fixed programme.
Wat kost Omgaan met agressieve klanten incompany?
You get a fixed price for the whole group, in a tailored quote. For a group this works out cheaper than booking everyone individually. For comparison: a place on the scheduled course costs EUR 1250,- excl. VAT per participant.
Can the course be delivered in English?
Yes. For in-company courses we deliver the training in the language of your choice, Dutch or English. Mention it in your request.
Do participants receive a certificate?
Yes, every participant receives a certificate of attendance afterwards.
How do I request a quote?
Via the quote form: state the course, the number of participants and roughly where and when you would like it. An adviser will then contact you.
Who is the Dealing with Aggressive Customers course intended for?
The course is intended for anyone whose work involves dealing with customer complaints and dissatisfaction. Think of helpdesk staff, employees of housing associations and local authorities, receptionists, front-desk staff, customer service staff and people working in telephone sales or debt collection.
Do I need any prior knowledge to take part in this course?
No, no specific prior knowledge is required. Practical experience with customer contact is useful, as it allows you to bring your own situations into the exercises with the training actor.
What will I learn in the Dealing with Aggressive Customers course?
You learn to recognise where customer aggression comes from, how to stay calm under pressure, and how to de-escalate a conversation. You practise active listening, asking follow-up questions, summarising, setting boundaries and using your voice deliberately. You also work on dealing with personal criticism and on supporting colleagues after a difficult conversation.
Do I receive a certificate after the course?
Yes, on completing the course you will receive a Learnit certificate of attendance.
Do you practise with an actor during the course?
Yes, on both training days you work with a training actor. This allows you to act out realistic conversations and try out which approach suits you and the type of customer best.
Can this course also be delivered in-company?
Yes, this course can be delivered in-company for your team or organisation. The content, examples and exercises are then tailored to the day-to-day practice of your staff. Contact us for a tailored quotation.
What is the difference between frustration aggression and instrumental aggression?
Frustration aggression stems from emotions: fear, insecurity or the feeling of not being heard. The customer is upset and takes it out on you. Instrumental aggression is more deliberate: the customer uses anger as a means of getting something done, for example a refund or an exception. The approach differs: with frustration, acknowledgement and giving space help; with instrumental aggression, calmly setting boundaries and sticking to the facts help.
How do you stay calm when a customer attacks you personally?
Bear in mind that the anger is almost never aimed at you personally, even if it sounds that way. The customer is reacting to a situation or an organisation, not to you as a person. Breathe calmly, listen until the whole story is out and summarise what you hear. Summarising takes the pace out of the conversation and shows that you are listening. Only then do you come back with a response or a proposal.
Omgaan met agressieve klanten voor jullie team?
Vraag vrijblijvend een offerte aan, je hoort snel van een adviseur. Met een of twee collega's? Omgaan met agressieve klanten staat het komende jaar 2 keer open gepland, in Amsterdam, Den Haag.