What people say about TUF

Feedback from workshop participants

Participants gave us permission to publish their comments

'I have had a couple of good experiences using the TUF skills at home, with patients and with other staff members. It is always in the back of my mind on a regular basis and I am now able to narrow down what technique I need to use depending on what the situation is at the time. I am glad that I was able to be part of your guys course and appreciate the support your staff give us.' Naenae Dental Clinic

'This is a course that all council employees should attend as we all end up struggling with this at times. I believe it would improve customer service provided by all council employees, in understanding that people have issues that may not be ours when they come in, and there are ways of defusing.’ Kapiti Coast District Council

‘Excellent course, well presented, engaged all participants. Thank you John.’
Kapiti Coast District Council

‘Excellent idea for the TUF Quick Reminder Guide. A person that naturally withdraws and avoids conflict, I believe this course has given me confidence to deal with challenging situations.’ Fonterra

‘Makes you examine how you manage conflict. Will be useful even to those who manage conflict well.’ Fonterra

‘Good techniques and analysis to help you deal with issues and to do it in a respectful way that leaves both parties feeling good at the end.’ Ministry of Justice – Collections

‘This is a great course to take because although it says Thriving under Fire it’s also having courage under fire with angry and aggressive customers. It will teach you how to act and behave with them.’ Manukau Libraries  

‘This is your chance to get some answers to help overcoming the stress that nasty and difficult customers are causing you.’   Manukau Libraries  

‘Good course would recommend it to my team, also good for staff who have English as a second language or from a different culture, particularly de-escalation techniques, what to do when the customer goes APE and how to say sorry.’ Manukau Libraries  

‘A different approach to customer service.’ WCC Recreation Centres     

‘One of the best courses I have attended!! Fun.’ Public Trust    

‘Hi John - The TUF follow-up has come at the right time, there seems to be an influx of complaints in the last two weeks which is very unusual for us.  I look forward to the next email, sooner rather than later.’ Public workshop, Wellington