Difficult situations in customer service

We are a training and consulting company offering services to international corporations, government and non-government organizations, and private clients. We approach each project individually, providing comprehensive support and tailored solutions. We have been operating since 2010. The name TRAINING TREE was created by the company's founder, Dr. Marcin Capiga. Training refers to the main activity - conducting training and group sessions. The tree symbolizes growth (development) based on strong foundations (mission and values). In the logo, you can see a soaring bird - a symbol of releasing the potential of individuals and companies. Our Training Team consists of specialized business practitioners who have previously held key positions in their organizations.

Challenging situations in customer service are a daily reality for every frontline employee. Aggressive customers, complicated complaints, stressful conflicts – these are just some of the challenges faced by customer service specialists. How to cope with this without losing professionalism while maintaining your mental health? Do you sometimes find yourself returning home emotionally exhausted after a difficult day with clients? Do you ever feel helpless in confronting an aggressive interlocutor? Think about how much stress you could avoid if you had effective tools for dealing with difficult situations? True mastery of challenging situations involves not only communication techniques but primarily working with your own emotions and building assertive firmness. This requires understanding the typology of difficult customers, mastering active listening, and anxiety-reducing strategies. During this intensive training, participants will learn proven methods for recognizing warning signals, assertively refusing, and providing feedback. This practical training will equip you with life jackets that will allow you to maintain professionalism even in the most challenging situations.

• Customer service employees
• Consultants and advisors
• Call center specialists
• Customer service managers

The goal of the training is to acquire skills for effectively dealing with challenging situations in customer service and developing strategies to minimize stress and conflicts.

• Increased effectiveness in dealing with difficult customers
• Reduced stress levels in conflict situations
• Improved effectiveness in resolving complaints
• Increased confidence in crisis situations
• Maintaining professionalism in difficult situations

• Difficult customer - recognition signs and typology
• The art of recognizing and responding to aggression
• Bank of difficult situations and ways to manage
• Active listening and avoiding toxins
• The power of assertive firmness
• Emotion model - ABCD - in practice
• Anxiety-reducing techniques and strategy
• Training for difficult situations

The training can be conducted in a shortened format of 2 x 3.5h or an extended format of 4 x 3.5h

• Needs assessment
• Pre-work and post-work
• Materials
• Online library
• Evaluation