Frontline Staff Customer Service Representatives Complaints Handlers Call Centre Agents
Providing exceptional customer service isn’t always straightforward—customers often have elevated and, at times, seemingly unrealistic expectations. This course empowers participants with practical strategies to confidently manage challenging customer interactions. Learn how to de-escalate tense situations, address concerns professionally, and turn difficult encounters into opportunities to build lasting customer loyalty. By mastering these skills, you’ll not only resolve conflicts effectively but also leave a positive, lasting impression.
Frontline Staff Customer Service Representatives Complaints Handlers Call Centre Agents
Learn to recognize the factors that lead to challenging customer interactions Develop advanced questioning and listening skills to address complaints effectively Gain techniques to remain calm and professional in high-pressure situations Build confidence to assertively handle difficult conversations while maintaining professionalism
Understanding: Explore causes of customer difficulties and learn to identify key triggers Communication: Face-to-face, phone, and written communication impacts customer interactions Reactions: Maintain emotional and professional resilience in high-pressure situations Confident Communication: Strategies to communicate effectively and professionally under stress Turning Complaints Around: Resolve dissatisfaction and transform negative situations Saying "No": Assertive techniques to decline requests while maintaining positive relationships Managing Emotions: Tools to control anxiety, anger, and fear during confrontational moments Conflict Prevention: De-escalate tensions and prevent situations from spiralling out of control
