Difficult customers: understand to regain control

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Training

schedule

3 hours

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Available in-person or virtually

groups

Front-line employees, customer service team managers, and organizations where public interactions can become challenging

Some interactions don't always go as planned. A customer raising their voice, a conversation spiraling despite your best intentions, or tension building without knowing how to de-escalate it.

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Handling these moments isn't about following procedures or using canned responses. The challenge lies not just in the words exchanged, but in the dynamics of the interaction itself: what is happening with the customer and what is happening within us at the same time.

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This training aims to help customer-facing staff better understand what happens during difficult interactions, while developing ways to respond that help maintain control, even when tensions rise. Learn to acknowledge the customer's reality, step back during challenging situations, and adopt responses that help de-escalate tension. We also address the aftermath of these situations: the emotional toll that accumulates and concrete ways to avoid carrying it unnecessarily.

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Learning is facilitated through interactive activities that allow participants to practice using scenarios relevant to their daily reality and develop reflexes they can use every day.

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