Handling Difficult Situations
Defuse tense situations and transform complaints into retention opportunities with proven techniques.
They trust us to train their teams
Why train in handling difficult situations?
A well-handled complaint can transform a dissatisfied customer into an ambassador. The ability to defuse tensions is a key skill for any customer relations professional.
Understanding the customer and their emotions
Analyze customer perceptions through their personal filters. Build personas to anticipate expectations and decode expressed emotions.
Mastering de-escalation techniques
DESC method for complaints, managing different levels of consideration: acquire concrete tools to formulate structured and calming responses.
Managing your stress and emotions
Recognize your interlocutors' DISC profiles and master your own emotions. Develop a professional posture that protects you and reassures the customer.
Learning Objectives
At the end of this training, you will be able to:
- Understand customer perceptions and expectations in difficult situations
- Master the DESC method for handling complaints
- Use dialogue tools to adjust interactions
- Write assertive and structured written responses
- Manage your stress and adapt your communication to personality profiles
Target Audience
This training is for: Customer Service, Customer Advisors, Customer Relations Managers
Program
Before the training
- Complete a self-assessment questionnaire on your perception of your role in customer relations
- Watch an e-learning module on customer experience fundamentals
During the training
The customer and their view of situations
- Analyze customer perceptions through their personal filters
- Observe your own behavior in the relationship
- Understand expectations through persona building
Complaint handling - DESC Method
- Identify different levels of customer consideration
- Formulate a structured response with the DESC method
- Decode emotions expressed by the customer
Dialogue tools for handling situations
- Use different types of questions to adjust the interaction
- Build arguments aligned with customer expectations
- Highlight benefits in an adapted manner
Managing written responses
- Structure email responses with assertiveness
- Adapt your writing style to the situation
- Optimize the impact of your writing based on the message intent
Personality styles and stress management
- Recognize your interlocutors' DISC profiles
- Adapt your communication to each personality style
- Master your emotions and internal state for better interactions
Teaching Methods
- Theoretical and methodological input
- Practical exercises and role-plays
- Work on your real cases
- Personalized feedback from the trainer
The specialist in sales and customer relations for 20 years
100+ programs designed by our instructional engineers and delivered by 40 field specialists.
Frequently Asked Questions
What is the DESC method and how to use it?
The DESC method (Describe, Express, Specify, Conclude) is an assertive communication technique for handling complaints. It allows you to structure a professional response that acknowledges the problem while proposing a constructive solution.
How can I manage my emotions when facing an aggressive customer?
The training includes a module on stress management and emotional control. You will learn to recognize your interlocutors' DISC profiles and adapt your communication to defuse tensions.
How to effectively respond to written complaints?
An entire module is dedicated to managing written responses: structuring emails with assertiveness, adapting your writing style to the situation, and optimizing the impact of your writing.
Is this training suitable for beginners?
Yes, the training is accessible to all levels. It combines theoretical input and numerous role-plays to allow everyone to progress at their own pace.
Is this training eligible for OPCO funding?
Yes, KESTIO is Qualiopi certified. This quality certification enables our training programs to be funded by OPCO. Contact us for a personalized quote and funding details.
Request a Quote
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Contact Us Directly
Our team is available to answer all your questions about this training.
Hours: Monday - Friday, 9am - 6pm (CET)