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Equip your team with the skills to effectively manage challenging customer interactions, enhancing overall company reputation and customer satisfaction

Dealing with Difficult Customer Situations

Who is this for? 

  • Customer service representatives

  • Frontline staff handling customer inquiries

  • Managers overseeing customer service teams

  • Employees in customer-facing roles

What will they gain? 

  • Techniques for managing and diffusing difficult customer situations

  • Strategies to remain calm and professional under pressure

  • Enhanced communication skills for handling complaints and conflicts

  • Improved problem-solving abilities to find satisfactory resolutions

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What To Expect From this DSTC workshop  

Workshop Details 

Workshop Title: Dealing With Difficult Customer Situations

Duration 1 to 2 days 

Course Leaders: 1 facilitator 

Number of Participants: max 12-15

Professional Role Play Actors -Highly Recommended 

Learning Outcomes:

  • Manage difficult situations: Develop techniques for effectively managing and diffusing challenging customer interactions.

  • Stay calm under pressure: Learn strategies to remain calm and professional, even in high-stress situations.

  • Improve communication skills: Enhance verbal and non-verbal communication skills to handle complaints and conflicts more effectively.

  • Resolve conflicts: Develop problem-solving abilities to find satisfactory resolutions for customer issues.

  • Understand stress responses: Use MBTI to understand personal stress responses and those of customers to better manage interactions.

  • Enhance empathy: Build empathy skills to better understand and respond to customer frustrations.

  • Strengthen customer relationships: Learn to turn difficult situations into opportunities to build stronger customer relationships.

Workshop  Overview 

Participants will learn effective techniques for managing and resolving difficult customer interactions, focusing on maintaining professionalism and empathy. The workshop will include the Myers-Briggs Type Indicator (MBTI) questionnaires, delivered by certified MBTI practitioners, to help participants understand their own stress responses and those of customers. Through interactive exercises, role-plays with professional business actors, and discussions, participants will develop the skills needed to handle challenging situations calmly and effectively, turning potential conflicts into opportunities for positive customer experiences.

Post workshop 

Access to training resource members area for self-directed learning with follow-up coaching emails for 6 weeks after the workshop. This will include on-the-job exercises and suggested self-directed learning to ensure maximum retention of learning.

Back to Areas

we cover 

Brilliant Customer Service 

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Train The Trainer 

Our Actors your facilitator 

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Why are we the right fit for you?

Business Actors
& Facilitators
Customised Course Curriculum
27+ Years of Expertise
Self Directeted Learning resource  

Don't believe us, hear it from our particpants

"Debra has an astounding gift for getting very quickly to the customer’s needs. She takes the time to understand the exact needs and comes up with innovative ways to stimulate the teams. She stands out from the crowd."

Rita Snaddon


It’s time to Unleash Your Team's Potential With Our Transformative Workshops!

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