Do the right thing by your staff

TUF is an effective way to look after your staff and provide a safe and secure working environment for them. 

If you are a training manager or Human Resources manager, you will be on the lookout for training programmes that enhance the capability of your staff. The TUF Programme is an opportunity for you to improve your staff’s ability to handle confrontation. What better way to create a rewarding

Staff morale

For organisations that care about the impact that angry customers have on staff morale and productivity, TUF – Thriving Under Fire is a powerful customer service training programme that gives staff assurance of their ability to handle and even prevent aggressive situations.

Fear of aggressive customers

When people are faced with an angry person they are more often than not afraid that the angry person’s behaviour will escalate emotionally and that they won’t be able to handle it. The TUF programme allays those fears by providing expertise about these specific situations and how to turn them around into manageable interactions.

Frontline staff dealing with aggressive customers

The TUF: Thriving Under Fire Programme can help frontline staff who face angry and upset customers in the course of their work, on the phone or face to face.

Often such staff find it hard to stay positive about your business and your customers. The result can be time off work, stress leave, a high staff turnover, low morale and a loss of focus on the real work of your business. 

We have developed the whole TUF: Thriving Under Fire programme to suit busy customer-focused businesses. 

TUF was originally piloted in several bank branches, where it was very successful. We have since shaped it into two short effective workshop sessions which deliver a generic message to suit a range of settings. This is backed up by a comprehensive e-learning package that includes pre-workshop activity and monthly reminders and online coaching for at least 12 months. 

It has proven very powerful in many different businesses including Local Government and Central government agenices. The TUF Programme is designed especially to suit your particular setting.