In today’s complex economic climate, customer interactions can often be challenging. Our Handling Challenging Customer Interactions workshop, led by experts from The Institute’s Academy, equips your service team with the skills and knowledge needed to confidently navigate difficult situations.
Our workshops can be taken exclusively for your organisation (either virtually or physically) or booked via our scheduled open courses which are available to all members.
Apply the full learning experience into your organisation with tailored case studies and examples (enquire on availability).
Gain insight with diverse perspectives, sharing best practice and networking opportunities.
Book a place today on the following dates:
The workshop will employ a mix of lectures, discussion groups, and scenario analyses to facilitate a deep understanding and practical application of the material. Participants will receive a workshop kit that includes a selection of key presentation slides, a self-assessment tool, and access to online resources for continued learning.
- Discover what is a challenging interaction: Delve into the definition of a challenging interaction and gain clarity on the types of challenges that customers face to better understand how to handle these situations.
- How to prepare for a challenging situation: Develop strategies to prepare employees to identify the challenge the customer is facing and to handle it in the best way possible.
- How to deal with a challenging interaction: Discover how to deal with challenging interactions in ways that will benefit both customers and employees with effective strategies to identify the customers challenge and adapt to resolve them.
- Understanding and responding to different customer types: Learn to identify the different customer types and how best to interact with them to provide the best support in resolving their issues.
- Scenario-based learning: Participate in detailed simulations that cover a variety of common challenging interactions, enabling participants to apply theories in practical settings.
- How to manage yourself during and recover from a challenging interaction: Develop strategies for dealing with challenging behaviours safely and effectively, ensuring that staff can maintain their composure and professionalism.
“5 star, would definitely benefit the rest of the company that may lack in some areas of customer service.”
“Useful and enjoyable course, necessary for every organisation. Leo was an excellent trainer.”
“It’s been great taking time out and implementing new service plans.”
“Any organisation wanting to enhance the service they offer and improve customer satisfaction should definitely consider enrolling their staff on this course.”
“I found the sessions informative, well-balanced, and thought-provoking.”
“Brilliant course, would recommend to colleagues looking to enhance their customer service skills.”
We use Zoom as our preferred platform.
A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.
An Academy Learning & Development Consultant. You can see who our experts are here.
Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom.
Our Academy workshops are only open to members – find out more about becoming a member here.
There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject.
