Dealing with Difficult Customers - Thursday 5 October 2017 - London

Dealing with Difficult Customers

Thursday 5 October 2017

11.00am - 4.30pm

Working to help our customers enjoy an artistic experience can be a source of immense job satisfaction. But what happens when things go wrong? If your role brings you in contact with customers you may have encountered difficult situations. Knowing how to deal with these situations, stay calm and professional, and reach a successful outcome for everyone is vital.

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Ruth was amazing! The exercises were really thorough throughout and eye-opening, the stories extremely relevant and she filled us with confidence”  Previous delegate

  • Front of house staff working in arts and entertainment venues        
  • Anyone whose job brings them into regular and direct contact with the general public     

  • Those working in the public areas of venues including front of house managers, stewards, ushers, cloakroom attendants, bar and box office staff

This is an interactive day using group work, exercises and discussion, with plenty of opportunities for you to share your experiences and learn from each other too.

At the end of this course you will:

  • understand challenge, confrontation and conflict;

  • understand why conflicts happen;

  • spot the signs of aggressive or violent behaviour;

  • be equipped with tips and techniques in order to respond constructively;

  • have developed your assertiveness and your confidence.

Ruth Mason has held senior positions in arts management, business development, PR and leadership training across a range of organisations including Bradford Theatres, the NSPCC, Opera North and the NHS. 

Ruth Mason

£180+VAT, Non-Members

£140+VAT, UK Theatre & SOLT Members (if booked after 24/08/17), ITC, FST, ABO and ABTT Members

£100+VAT, UK Theatre & SOLT Members if booked before 24 August 2017

This course will take place at UK Theatre, 32 Rose Street, Covent Garden, London, WC2E 9ET
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Get in touch

32 Rose Street
Covent Garden

+44 (0)20 7557 6700

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"UK Theatre" is the operating name of UK Theatre Association, a company limited by guarantee registered in England and Wales, whose registered office is at 32 Rose Street, London, WC2E 9ET, Company No 323204.