How I became more confident in the seminar “Dealing with difficult customers”
Dealing with difficult customers can be emotionally challenging and stressful in the long term. A customer service representative at a large telecommunications company shares in an interview how a seminar helped her stay calm and professional in such situations – and how this change has significantly improved her daily work routine.
The biggest challenge in customer contact
Interviewer: What was the biggest challenge for you when dealing with difficult customers?
Participant: Dealing with difficult customers was often a huge burden for me. Especially when conversations became emotional or customers were very demanding, I felt insecure. It not only stressed me out during work but also occupied my mind after work hours.
A practical seminar
Interviewer: What made you decide to attend a seminar to address this challenge?
Participant: I didn’t want to react insecurely in such situations anymore, but instead learn to stay calm and professional, even in difficult situations. The seminar at the Management Institute Dr. A. Kitzmann sounded promising because it focused on practical relevance and real-life situations. I was looking for tools I could immediately apply to my job.
De-escalating conversations and active listening
Interviewer: What did you learn in the seminar that was particularly helpful?
Participant: The combination of role plays, direct feedback, and the teaching of de-escalation strategies helped me a lot. I understood how important active listening is and how I can better steer conversations with targeted questions. Empathy was also trained, without losing my professionalism.
More energy through solution-oriented conversations
Interviewer: How has your daily work routine changed since then?
Participant: Since the seminar, I feel much more confident in customer contact. I can now better assess when I need to calm down or set clear boundaries. This has led to conversations being more solution-oriented and leaving me less exhausted afterward. My team has also noticed my progress.
Interviewer: What’s your personal conclusion after the seminar?
Participant: The seminar was a real gain for me. Not only did I learn new techniques, but I also gained more self-confidence. For anyone who regularly deals with challenging customers, I can highly recommend this seminar. It truly makes the job easier and more enjoyable.