MANAGING CHALLENGING CUSTOMER INTERACTIONS

program overview

Does your team have challenges with angry or aggressive customers?

This course empowers your team to deal with these challenging interactions with confidence, control and care along with techniques for safety and self-care.

This half-day course will help your team:

Provide better experience for customers
Solve customer problems more quickly
Increase confidence and morale
Work together more effectively
Effectively de-escalate challenging customer interactions

key topics

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Understanding what drives customer anger
Applying skills and techniques to mitigate conflict
Setting boundaries with control and care
De-escalation techniques for challenging interactions
Applying self-regulation techniques under stress
Personal safety
Self-care

key learning outcomes

I understand and can identify factors that cause customer anger
I understand how to communicate effectively to mitigate conflict before it escalates
I understand how to set boundaries with customers with empathy and confidence
I understand how to de-escalate a challenging customer situation
I understand how to use self-regulation techniques to reduce my stress during challenging interactions
I can apply techniques for personal safely
I can apply techniques for self-care after a challenging customer interaction