Managing Challenging Customer Interactions

Challenging customer interactions are part of frontline work, but with the right tools they can be handled calmly and confidently.

This practical 90-minute workshop equips participants with techniques to manage difficult conversations using positive language, clear boundaries and de-escalation strategies. Participants will learn how to reduce customer frustration, respond professionally to anger, regulate their emotions under pressure, and protect their wellbeing and resilience.

Facilitated by Danielle Larkins, founder of Servicepeople, the session is practical, interactive and immediately applicable.