Practical knowledge that makes life easier
A demanding telephone conversation is a true test of professionalism and stress resistance. Lack of appropriate techniques can lead to conflict escalation, frustration and misunderstandings.
This training will help you:
Learn to manage difficult conversations and avoid escalating conflict.
Understand how to respond to valid and invalid customer allegations.
Learn how to refuse a client in a professional and assertive manner.
Learn to respond when a customer shouts, insults or makes unspecific accusations.
Build the ability to stay calm and in control of the conversation.
A demanding phone call is a true test of professionalism and stress tolerance. Failure to use the proper techniques can lead to conflict escalation, frustration, and misunderstandings.
Benefits or why is it worth it?
For the participant:
- You will gain more confidence in difficult telephone conversations.
- You will learn to deal with stress and negative emotions of customers .
- You will master the techniques of effective refusal and conveying unfavorable information.
For the company:
- Improving the quality of customer service, even in demanding situations.
- Greater professionalization of customer contact , which affects the positive image of the company.
- Fewer escalations of conflicts and complaints, saving the organization time and resources .
Who is this training for?
This training is for you if:
- You work in telephone customer service and want to better handle difficult conversations.
- You are dealing with clients who pressure you, criticize you, or expect the impossible.
- You want to learn to maintain professionalism even in the most difficult situations .
What will you find in the training?
Professional communication in difficult situations – how to stay calm and in control.
Responding to criticism – how to respond to justified and unjustified allegations.
Saying No to a Client – How to Do It Effectively and Respectfully.
Coping with pressure and aggression – how to avoid being provoked and defend your position.
Strategies for dealing with an abusive or aggressive customer.
Engagement mechanisms and training methods used in the course. This training was designed for experienced consultants and customer service representatives who need support in the most demanding telephone situations. It focuses on practicing reactions under stress and confrontation. The course uses:
Audio recordings of difficult conversations – participants analyze real situations in which a client shouts, makes accusations, or expects the impossible, learning to recognize intentions and choose appropriate responses.
Professional Refusal Techniques – the training presents specific language patterns and structures that allow you to refuse in an assertive way, without damaging your relationship with the client.
Self-reflection exercises – participants analyze their own reactions to stress, pressure and aggression and learn how to build internal emotional resilience.
Examples of mistakes and good practices – the course contrasts unprofessional reactions with appropriate behavior to reinforce good habits.
Checklists and summaries – each section ends with a summary of the most important principles that can be quickly implemented in everyday work with clients.
