Personal and Business Competencies / Customer Service

Difficult customer

The workshop training is devoted to the development of skills in working with demanding clients and building lasting business relationships. The program focuses on the practical application of communication techniques, assertiveness and emotion management in difficult situations. Through simulations and case analysis, participants learn to recognize different types of customer personalities and adapt their communication style to their needs. The workshop is conducted using a variety of activating methods, including video recordings, which allow for immediate feedback and improvement of interpersonal skills.

Issues

Moderated discussions - sharing experiences from daily work with clients
Brainstorming - developing innovative solutions to difficult situations
Practical simulations - practice operating techniques in a safe environment
Case analysis - solving real situations from professional practice
Role-playing - improving communication skills
Video recordings - behavioral analysis and immediate feedback

This training is part of the path:

Customer Service Officer

Benefits

Practical workshops develop the ability to deal effectively with difficult situations in customer service
The acquired knowledge of personality typology allows you to better understand the needs and expectations of different types of customers
Intensive exercises in assertive communication enable you to professionally set boundaries while maintaining positive relationships
The techniques learned for managing emotions in stressful situations translate into greater self-confidence in daily work
Strategies developed during the training minimize the risk of conflicts and complaints, while increasing customer satisfaction with service

Who is this training for?

Training aimed at people working with customers: customer service and sales staff, front desk and help desk staff

Training for those who want to develop their competencies related to establishing lasting relationships, dealing with difficult situations in working with customers

Prerequisites

Basic experience in working with customers
Knowledge of the customer service standards of your organization
Openness to the development of interpersonal skills
Willingness to participate in practical exercises

Training program

difficult customer behavior vs. personality types
How to recognize the different personality types of customers
Tips on how to talk on the phone with particular personality types.
Categories of customer objections and how to deal with them

types of difficult customers vs. customer programs in the sales process
types of difficult customers in the different stages of sales
types of objections and reasons for them
Categories of customer objections and how to deal with them
rules for responding to customer objections

methods of dealing with objections.
Principles of assertive behavior during a conversation and more
what is an assertive attitude
How to say no to a customer so that he does not feel offended
how to ask assertively
ways of responding to criticism

How to skillfully put up boundaries.

Interpersonal conflict as a specific stress situation
ways of behaving in a conflict situation
conflict situations how to avoid them

Summary and evaluation of the training.

Delivery Methods

Online

Convenience of participating from anywhere
Interactive live sessions with trainer
Materials available for 30 days
No travel costs

On-site

Direct contact with trainer and group
Intensive hands-on workshops
Networking with other participants
Full focus on learning

Frequently asked questions

What are the prerequisites for this training?

For Difficult customer we recommend: Basic experience in working with customers; Knowledge of the customer service standards of your organization; Openness to the development of interpersonal skills.

What is the format and duration of this training?

The training lasts 2 days and is available in online and on-site format. Sessions run from 9:00 AM to 4:00 PM. We can also customize the schedule to fit your team's needs.

Who is this training designed for?

This training is designed for: Training aimed at people working with customers: customer service and sales staff, front desk and help desk staff; Training for those who want to develop their competencies related to establishing lasting relationships, dealing with difficult situations in working with customers.