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Customer Service

Working in customer service is hard. You have to communicate with many types of people, many temperaments. One client is nice and understanding, and the next one is an aggressive jerk or a corrupt psychopath. You have to switch between styles several times every day while exercising serious self discipline.

The limits of customer service

Some CS people can communicate with clients without any difficulty. They instinctively feel what tone they must use. Others can use some help. Not because they don't know how to do their job or they are less worthy than others. The reason is that this job gives you a huge amount of stress and a plethora of conflicts. It's hard to decide to what extent you can make friends with the customer, how much of "you" you can let leak into this relationship. How long you must keep silent and swallow, when you had better be assertive and, sadly, when you should be scared.

Stress and dignity

Stress can be very insidious in this job. Many companies stick to the philosophy that "the customer is always right", and this can have serious drawbacks. If CS people are always let down, if they must automatically be the losers in every conflict, if they are always humiliated, then the company loses, too. If their employer doesn't stand by their customer service employees, sooner or later only frustrated, burnt-out, sickly people will be working for them. The goal of my training is that both company and employees find the narrow path of balance in this difficult game.

Client behaviour

We will examine the behaviour and motivations of clients, that is, of ordinary people. We will see why they get irritated, why they sometimes deliberately or unconsciously provoke conflicts. Together we will show in what types they can be cautiously classified, and how each of these may be handled. A lot of situational exercises and games will make you healthily exhausted, keeping in mind the principle of less theory and more practice.