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Customer Care AND Coping at the Sharp End


To make drivers aware of how they can improve the company’s image. To make drivers aware of how they can give customers a positive experience at the point of contact and provide drivers with the tools to deal with challenging/difficult customers.


By the end of the programme delegates will be aware of:

  • Common Customer Relations Issues
  • Identify Internal/External Customer Types
  • Behaviour to adopt to help enhance the image of the company
  • The commercial and financial effects of a dispute
  • Skills and Attitude
  • Customer Care Rules
  • Communication Skills
  • Assertiveness
  • Dealing with Difficult People
  • Dealing with Conflict
  • Handling aggressive or violent behaviour, threats and intimidation


Course details & dates

Course Length: 1 Day
Price: £60 + VAT per delegate
Venue: Building 3, North London Business Park, Oakleigh Road South, New Southgate, London, N11 1GN. (Map)

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