Personal and Business Competencies / Customer Service

Difficult situations in cooperation with customers

Workshop training focused on developing skills for managing difficult situations in customer relationships. The program combines practical aspects of assertive business communication with emotion regulation techniques. Participants will learn effective methods of building and maintaining professional business relationships, with particular emphasis on electronic and telephone communication. The workshop is conducted in an interactive form, using real cases and situations from the participants' professional practice.

Issues

I-OK and YOU-OK attitude as the basis of business assertiveness
Ongoing communication thwarting, anticipating difficulties
How to contract with the customer - making precise commitments
Active listening techniques when dealing with customers
Methods to ease tensions in business relationships
Tools for effective electronic communication
Strategies for dealing with difficult emotions
Professional call handling
Assertive boundary setting in customer relations
Building long-term business relationships
Methods of preventing conflict situations
Techniques for formulating constructive feedback

This training is part of the path:

Customer Service Officer

Benefits

The training provides the development of practical skills to manage your own and your clients' emotions in difficult situations
Assertive communication techniques developed during the workshop enable you to set boundaries professionally while maintaining good business relations
The program provides effective tools for telephone conversations and e-mail correspondence with demanding customers
The knowledge gained allows you to get ahead of potential difficulties by accurately contracting commitments and ongoing communication thwarting
Practical exercises develop the ability to respond diplomatically to objections and accusations from customers

Who is this training for?

Dedicated training for those who work with clients

Prerequisites

Experience in working directly with customers
Knowledge of basic customer service principles
Willingness to develop interpersonal skills
Openness to change existing communication habits

Training program

Nurturing business relationships vs. diplomatically setting boundaries for clients.
Dealing with objections and accusations (e.g., swapping allusions, referring to facts, methods of soothing the client's emotions, SBM method).

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 situations in cooperation with customers we recommend: Experience in working directly with customers; Knowledge of basic customer service principles; Willingness to develop interpersonal skills.

What is the format and duration of this training?

The training lasts 1 day 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: Dedicated training for those who work with clients.