Might your need to be better at customer liaison be met by this London based management training course called Skills with People?
Yes if you agree with any of the following
- It's my job to handle customers when things go wrong, and sometimes it's difficult because they can be very emotional.
- I'm uncomfortable when they get emotional.
- I try to calm them down, but sometimes my effect seems to be to wind them up. I don't undertand how this happens.
- I feel out of my depth handling emotion.