Handling Challenging Customer Interactions (6 Feb 2025) – Physical Workshop

The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential.

Our Handling Challenging Customer Interactions workshop, facilitated by The Institute’s Academy experts, will help prepare your people for various situations they may face. This session is ideal for people working in a service environment who are engaging with customers across different channels.

Our physical member-exclusive workshop is a great opportunity to not just learn but also to network and discuss in person with fellow professionals. Join us to experience face-to-face training with Rob Lloyd-Jones, our Academy Learning and Development Consultant.

At our interactive workshop you will explore:

• What is a challenging interaction
• The types of challenges your customers face
• How to prepare for a challenging situation
• How to deal with challenging interactions professionally, using emotional intelligence and empathy
• Understanding and responding to different customer types
• Practical examples of dealing with challenging interactions
• How to manage yourself during and recover from challenging interactions

You will also receive these practical tools:

• Workshop slides with key learnings
• A self-analysis checklist on how you approach and handle challenging interactions
• A personal improvement plan template

The workshop runs in a small group of a maximum of 20 participants. The physical format includes group work, information sharing, and learning from best practice and the latest insight. Our facilitator will present, review scenarios and provide you with examples.

This workshop can be delivered in house for your organisation in groups of 20 people. Please email Academy@icsmail.co.uk or your client development director for more details

Please note that this ticket is non-refundable or transferrable in terms of date. If for any reason you are not going to be able to attend, we will accept a replacement person, subject to your prior notification.