Training Schedule
Sales & Customer Service
Convert conversations into results. Our sales and customer service programs equip your team with practical strategies in prospecting, negotiation, customer care, and relationship building to boost revenue and customer satisfaction.
MS04 - Tough Customers, Smart Responses: The Art of Professional Problem Solving.
Turn complaints into opportunities. This course equips participants with tools to manage difficult customers, resolve conflicts, and maintain professionalism under pressure.
Duration: 3 hrs
Course Fee per Participant: P2,200
Time: 1 pm - 4 pm
Webinar Schedule (Q4 2025): Oct 18 (Sat), Nov 20 (Thu)
Webinar Schedule (Q1 2026): Jan 7 (Tue)
Module 1: Why Customers Get Difficult (And What They Really Want)
Understanding the Emotion Behind the Complaint. Explore the psychology of frustrated customers and the common reasons behind difficult behavior. Participants will learn how unmet expectations turn into emotion and how recognizing this helps de-escalate situations quickly and professionally.
Module 2: The Calm & Clear Method for De-escalation Stay Cool, Sound Confident, Solve Fast
Learn a step-by-step approach to handling complaints with empathy, assertiveness, and clarity. This module includes phrases to avoid, scripts that calm tensions, and body language/delivery tips that build trust even when emotions are high.
Module 3: Practical Scenarios & Roleplays Practice Makes Professional: Real-Life Situations, Real-Time Responses
Participants work in pairs or groups to role-play common difficult scenarios (e.g., angry caller, over-demanding customer). Each role play is followed by feedback and discussion, making it engaging and applicable to their work settings.
Module 4: Setting Boundaries Without Losing the Customer When to Say No, and How to Say It Right
This module teaches how to protect your time, policies, and sanity while still providing great service. Learn how to say “no” with professionalism, redirect unreasonable demands, and maintain your brand voice during tough conversations.
Module 5: Recovery & Retention: Turning Issues into Loyalty Fix the Problem, Save the Relationship
Discover how to follow up, recover trust, and make customers feel heard, even after things go wrong. Participants will create a simple recovery checklist they can use in future situations to boost customer satisfaction and retention.