Good coverage over the theory, however I miss practicing it to build confidence that can apply what I learnt.

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Not overly engaging, lots of text and audio to listen to. Would prefer more video examples and more practical tasks rather than just asking questions.

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I wanted more strategies on how to deal with aggression. Examples of how to interrupt if a customer is being racist or swearing at me.

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Very informative, easy to follow and very helpful

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great understanding on managing difficult or angry calls

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I enjoyed this course and was pleased to see some references to challenges specific to local government. I'll certainly be thinking of some of the techniques I've learnt during this course next time I get an irate caller!

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I liked the voiceover and examples

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I found this course very helpful and some very good suggestions on how to manage a call.

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Great course, made me think about how my behaviour can affect a customer and methods to resolve those behaviours

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It's exactly what I needed to address my weakness in dealing with challenging customers. Course material is very detailed and easy to follow. I would recommend video-based learning though.

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