Who is this for?
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Customer service representatives
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Frontline staff handling customer inquiries
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Managers overseeing customer service teams
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Employees in customer-facing roles
What will they gain?
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Techniques for managing and diffusing difficult customer situations
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Strategies to remain calm and professional under pressure
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Enhanced communication skills for handling complaints and conflicts
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Improved problem-solving abilities to find satisfactory resolutions
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
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Learning Outcomes:
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Manage difficult situations: Develop techniques for effectively managing and diffusing challenging customer interactions.
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Stay calm under pressure: Learn strategies to remain calm and professional, even in high-stress situations.
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Improve communication skills: Enhance verbal and non-verbal communication skills to handle complaints and conflicts more effectively.
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Resolve conflicts: Develop problem-solving abilities to find satisfactory resolutions for customer issues.
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Understand stress responses: Use MBTI to understand personal stress responses and those of customers to better manage interactions.
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Enhance empathy: Build empathy skills to better understand and respond to customer frustrations.
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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.