Training customer communication

We can help provide the right skills and tools to communicate effectively and manage your own well-being when navigating angry, threatening, and emotional customers in stressful interactions.

Equip your team with customer communication skills and techniques

Are you finding your clients are responding more aggressively and emotionally? It’s not just you – customer aggression has been on the rise since the global pandemic as emotions and social stressors increase. This poses a risk to employees, affecting retention, psychological safety, and employers’ duty of care. There are lots of training and programs that help employees deal with these stressors. But they often act as an ‘after the fact’ solution when the damage has already been done.

So, how are we different? We combine emotional support techniques, skills to manage difficult clients, and self-support strategies to prepare employees in advance for any challenging interaction they may face. We provide a comprehensive training solution and framework tailored to your needs when managing angry and aggressive clients.

Our solutions

Profiling behaviour

The skills that identify and manage drivers of behaviour

Do you feel overwhelmed and unsure how to deal with someone when they won’t stop yelling at you? Navigating and understanding the mechanisms and psychology at play when dealing with difficult people is the first step in identifying the best approach to resolve the issue.

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Self-management

The skills that shape self-management

It’s common to take what people do and say in anger to heart. This in turn can affect your mood, work, and overall physiological wellbeing if you don’t have the right tools to manage this stress. Learning practical self-care techniques and support skills for facing the current challenges in customer-facing roles is essential.

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Communicating under pressure

The skills that build communication under pressure

Have you ever tried to manage a difficult client, but no matter what you try, the situation tends to get worse? Being able to understand and apply the correct strategies for diverse personalities, aggression, and emotional charges can help you take back control of these conversations.

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Defusing and de-escalating

The skills to defuse and de-escalate

One of the most important parts of dealing with challenging customers is to find an agreeable resolution. This can be difficult when tensions are high, so implementing proper tools and techniques to help manage and resolve conflicts will help you and the customer leave the interaction with less stress.

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Training that meets you where you are
and takes you where you need to be.

Understanding your
needs

Learning is a collaborative process. You know your industry best, and we work with you to understand challenges and goals, designing solutions that fit.

Our team conducts training needs analyses to identify skill gaps and create strategies aligned with your objectives.

Design a solution that works for you

The best training speaks directly to you. We use social learning to make workshops interactive and memorable, tailored to your team’s dynamics, learning styles, and roles.

A short pre-program Zoom chat helps us customise activities and ensure the training fits your business needs.

Implement your solution

Our expert facilitators deliver tailored and interactive training to your team. This is where our flexible delivery options really shine. We work around your work schedules to deliver the solutions you need in the way you need them, whether that’s online, face-to-face, or hybrid.

We’ll also provide learning materials that participants can use both in the training, and as a handy reference tool after the workshop.

Impact assessment

After the course delivery is concluded, we’ll meet again to review learning outcomes. We’ll also assess the impact of these against your training goals and needs identified during the pre-program consultation.

Our post-course support and partnership approach guarantees tangible results for your organisation beyond the initial learning solution delivery.

Why choose CCS

We work directly with you

Learning is an organic, collaborative process. We believe that you’re the experts who know your industry, people, and skill requirements inside out. Together, we work to understand your challenges and goals so we can design a training solution that incorporates this expertise.

Adapted to your people

The best training speaks directly to you – your experiences and situation. That’s why we design and implement customised organisational-specific solutions, including tailored activities, role-plays, and discussions. We consider the unique dynamics of the group, skill levels, individual learning preferences, knowledge gaps, and job roles.

Built for today’s workforce

We have a finger on the pulse of modern business needs, recognising that what worked brilliantly yesterday may not be the solution for today. Our experienced facilitators harness the power of social learning and adult learning techniques to keep courses interactive, engaging, and impactful.

Flexible delivery

We offer hybrid delivery options with a variety of session duration and program delivery options. Additionally, we can offer solutions to meet a range of budgetary and training requirements. From access to our library of 85+ training modules to custom-designed, whole-organisation learning.

Success Stories

Providing dynamic learning experiences

Janette Collier

Acting Director, Australian Institute for Primary Care & Ageing

“Our partnership with CCS has been very successful and course participants have contacted me to say how much they enjoyed the training with CCS and how useful they found it. Many have incorporated the skills and strategies into their working and personal life. Their only complaint was that they wanted a longer session!“

Michelle Eddy

Director of Finance, Canadian Armed Forces

“David Patmore led us on our MARATE experience today and was a very engaging instructor. He made me feel confident and equipped to converse with difficult people/situations. This course will be relevant in all aspects of my life: work, family, friends and absolute strangers that I may encounter."

Kiery Pascoe

Organisational Learning Specialist, Southern Cross Community Healthcare

“It was great to have a session where the facilitator was able to adapt to our industry and provide scenario’s that fitted in with our organisation. Loved how interactive it was and real practical skills that can be used immediately. "

Naomi Cooper

Acting Health Services Manager - Digital Health, Royal Flying Doctor Service

“The structure and content was really well thought out and was spot on for the needs of the group. I’ve attended a few workshops on the same topic and this was by far the most practical and useful.“

Training customer communication

Equip your team with customer communication skills and techniques

Our solutions