Internal Training: Cooperation and Calmness in Challenging Situations and with Difficult Clients

Customer Service Training Overview

This one-day customer service training is designed for companies looking to develop their employees’ communication skills and provide better customer service. The training offers practical tools and techniques needed to become a successful and confident customer service professional or a master at resolving challenging situations. The trainer believes this course helps uncover key principles and underlying stories that influence us, allowing participants to take conscious control and shape situations in a way that truly benefits them.

The training focuses on essential skills that help build effective relationships with customers, regardless of the complexity of the situation. Participants will learn to recognize different types of difficult clients and acquire techniques to calm them down and facilitate cooperation. We will explore the nature of conflicts and teach participants how to find positive and constructive solutions in conflict situations.

We will also address stress and self-care, as customer service can be highly demanding. Participants will learn how to maintain a positive attitude and motivation even in the most challenging moments. Our training follows a diverse and interactive approach, allowing participants to learn through practical exercises, role-plays, and group work. Each topic is carefully timed to ensure in-depth coverage and sufficient time for discussions and skill practice.

Throughout the training, participants are encouraged to think actively, share their experiences, and ask questions. The trainer provides feedback and guidance to help participants refine their skills.

Training Outcomes

After completing the customer service training, participants will:

• Possess communication skills to interact effectively and collaborate with difficult clients.
• Be able to anticipate and recognize conflict situations in customer service early on.
• Apply positive and constructive solutions to resolve conflicts.
• Understand stress management principles and have strategies for preventing and alleviating stress in customer service.
• Learn how to maintain a positive attitude and motivation even in challenging situations.
• Gain practical tools and techniques for handling difficult clients and complex situations.

About the Trainer

Reelika Jeferjev holds a bachelor’s degree in Entrepreneurship and Business Management from the Estonian-American Business Academy. She has been conducting training for nearly 20 years, specializing in customer service and management. Reelika is a dedicated trainer whose goal is to help participants achieve customer service excellence and provide companies with valuable solutions for managing challenging situations.

Learn more about trainer Reelika Jeferjev.

CURRICULUM: Internal Training “Cooperation and Calmness in Challenging Situations and with Difficult Clients”

Curriculum Group: Personal Development Curriculum Group

The curriculum is developed based on: Smartful OÜ educational guidelines

Objective:

The aim of this training is to provide participants with a structured and practical course that helps develop the necessary skills and knowledge to handle challenging clients and difficult situations. Participants will gain valuable tools and techniques that enable them to maintain a positive customer experience even in the most demanding circumstances. The training supports the growth of self-confidence and overall well-being.

Learning Outcomes – Upon Completion, the Participant:

• Acquires communication skills to effectively interact and collaborate with difficult clients.
• Is able to anticipate and recognize conflict situations in customer service at an early stage.
• Can apply positive and constructive solutions to resolve conflicts.
• Understands the principles of stress management and possesses strategies for preventing and alleviating stress in customer service.
• Learns to maintain a positive attitude and motivation even in challenging situations.

Target Group:

Adult learners who wish to develop their communication skills, improve their ability to handle difficult situations, and achieve mastery in conflict resolution and self-confidence.

Prerequisites for Participation:

Participants must have at least a B1 level proficiency (independent user) in Estonian.

Training Duration:

A one-day training (8 academic hours of classroom instruction, including 4 hours of practical work), supplemented by pre-training preparation (1 academic hour of independent study).

Course Content:

• Effective communication in customer service
• Identifying different types of difficult clients based on personal experience and strategies for handling them
• Understanding different client types (customer needs and expectation-based perspective)
• Techniques and methods for calming difficult clients
• Conflict prevention and resolution
• Maintaining and developing a positive attitude and motivation
• Personal development plan and next steps

Teaching Methods:

Lectures, hands-on exercises, role-playing, discussions, case analysis, action plan development, and trainer feedback.

Learning Environment Description:

The training takes place in a learning environment adapted for group work and collaborative activities, equipped with presentation technology. Special accommodations for individuals with special needs will be provided within the trainer’s competencies and capabilities.

Number of Participants:

The maximum number of participants per group is 30.

Learning Materials:

• Trainer-prepared materials
• Necessary study materials provided by the trainer during the training

Completion Requirements:

• Attendance of at least 80% of classroom instruction.
• Successful completion of assessment methods.

Assessment Methods:

• Self-reflection
• Peer assessment and feedback on behavior

Assessment Criteria:

Each participant creates a personal development plan based on the knowledge and skills acquired during the training. Discussion on further steps and opportunities for applying the skills in the workplace.

Issued Documents:

• Certificate (issued if completion requirements are met)
• Statement of Participation (issued if completion requirements are not met)

Required Qualifications for the Trainer:

• Completed trainer certification
• Professional competence
• Native-level or C1 proficiency in Estonian

The training curriculum is customized based on the specific needs of the client.

See also the basics of the study program.