Debra

Interactive Training Courses By Debra Stevens

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Dealing with Difficult Customer Situations

Equip your team with the skills to effectively manage challenging customer interactions, enhancing overall company reputation and customer satisfaction

Customised this Workshop

Who is this for?

  • Customer service representatives

  • Frontline staff handling customer inquiries

  • Managers overseeing customer service teams

  • Employees in customer-facing roles

 

What will they gain?

  • Techniques for managing and diffusing difficult customer situations
  • Strategies to remain calm and professional under pressure
  • Enhanced communication skills for handling complaints and conflicts
  • Improved problem-solving abilities to find satisfactory resolutions
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What To Expect From this DSTC workshop

Workshop Details

Workshop Title: Dealing With Difficult Customer Situations

Duration 1 to 2 days 

Course Leaders: 1 facilitator 

Number of Participants: max 12-15​

Professional Role Play Actors -Highly Recommended 

Workshop Overview

Participants will learn effective techniques for managing and resolving difficult customer interactions, focusing on maintaining professionalism and empathy.

The workshop will include the Myers-Briggs Type Indicator (MBTI) questionnaires, delivered by certified MBTI practitioners, to help participants understand their own stress responses and those of customers.

Through interactive exercises, role-plays with professional business actors, and discussions, participants will develop the skills needed to handle challenging situations calmly and effectively, turning potential conflicts into opportunities for positive customer experiences.

Learning Outcomes:

  • Manage difficult situations: Develop techniques for effectively managing and diffusing challenging customer interactions.

  • Stay calm under pressure: Learn strategies to remain calm and professional, even in high-stress situations.

  • Improve communication skills: Enhance verbal and non-verbal communication skills to handle complaints and conflicts more effectively.

  • Resolve conflicts: Develop problem-solving abilities to find satisfactory resolutions for customer issues.

  • Understand stress responses: Use MBTI to understand personal stress responses and those of customers to better manage interactions.

  • Enhance empathy: Build empathy skills to better understand and respond to customer frustrations.

  • Strengthen customer relationships: Learn to turn difficult situations into opportunities to build stronger customer relationships.

Post workshop

Access to training resource members area for self-directed learning with follow-up coaching emails for 6 weeks after the workshop.

This will include on-the-job exercises and suggested self-directed learning to ensure maximum retention of learning.

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Don't believe us, hear it from our particpants

"I’ve attended a few of DSTC’s training events. They worked with me to improve my sales and negotiating skills. What really impressed me with the training was how dynamic the training team were. Debra and her acting team were able to bring workplace situations to life, making the whole experience much more rewarding." This was not a naval gazing exercise of self-reflection but a constructive, dynamic and ultimately informative investigation into our differing psyches leading to greater awareness and understanding presented in an engaging manner. Skeptical colleagues were ultimately enthused by their learning, and we aim to broaden this experience with further courses."

Ian Shreeve FOUNDER | FUTURE PHARMACY

"Debra and her team have worked extensively with my team designing, refining and delivering sales and coaching training. Among the high value Debra’s group brings to the table is the ability to understand the customer and selling situation in all its richness and use their acting skills to bring those situations to life in a way that challenges those being trained. "

Nancy Forsyth SVP SALES LEARNING & DEVELOPMENT, NORTH AMERICAN HIGHER EDUCATION | PEARSON

"Debra has an astounding gift for getting very quickly to the customer’s needs. She takes the time to understand the exact needs and comes up with innovative ways to stimulate the teams. She stands out from the crowd."

Rita Snaddon MANAGER HIGHER AND VOCATIONAL EDUCATION | NOORDHOFF UITGEVERS BV

It’s time to Unleash Your Team's Potential With Our Transformative Workshops!

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