aggressive customers ugb

What Is Aggressive Behavior?

• Aggressiveness is an emotional state that consists of feelings of hatred and desires to harm another person.

• a person without manners

• a sad person

• a person with mental problems.

What Causes Aggressive Behavior?

• metal health

• Physical Health

• that you win the lottery

• watch a sad movie

Do you consider yourself an aggressive person?

If your answer is yes, tell why?

If your answer is no, tell why not?

What is an important step in dealing with an aggressive customer?

• speaking out loud

• Keep calm.

• act aggressively too

• ignore the customer

Which of these images is an aggressive customer?

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Have you ever been with an aggressive person?

explain your experience if you have been

through the following images identify one of the important steps to deal with an aggressive customer

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draw an aggressive expression

how to identify an aggressive person?

• he talks a lot

• sleep a lot

• for his way of dressing

• by his tone of voice, way of acting, his facial expressions, inappropriate words.

which is a phrase to deal with “The Threat-Maker”:

• I have many things to do please leave the store.

• I'm sorry but that's not my problem.

• “I do understand the inconvenience you've faced, Sir/Madam…”

• I'm sorry but I'm too busy I can't help you with her problem.