Assertiveness in cusomer service

understanding the client with assertive attitude. How to professionaly comunicate withe the client in difficult situations?


“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”― Maya Angelou


Clients like when they are served well. More and more often while making the decision about the purchase, they make a great deal of the quality of service. This is why building long lasting relationships with clients has a meaning for the business. While serving a client some difficulties happen. The overall level of client satisfaction is determined by how the customer service representatives will respond to the problems.


Three main questions to ask:

  1. What exactly does the client do so (s)he triggers so many difficult emotions?
  2. How to behave in stressful and difficult situations maintaining assertive and professional attitude?
  3. How to effectively manage emotions and communicate with the client so the relationship built is professional, the company’s image is positive and customer service representatives express themselves with mutual respect?


Our Training is dedicated for people who work as customer service representatives on a daily basis, who want to become more assertive in their daily contacts with the clients and effectively manage difficult and stressful daily operations. Our Training consists of 2 parts.


In the first part we put the emphasis on the ability to build empathic relations with clients. Participants learn how to formulate and express empathic messages. Moreover, we show them how to become assertive in small, daily responses. This part will cover the fundamentals of improving writing business emails as well.


The second part will focus mainly on participants’ strengths, encouraging them to act and response despite difficulties and dealing with unpleasant emotions.


During our work we actively use games and simulations, case studies, individual and team work, questionnaire and behavioral tests and improvisational theatre techniques (applied drama).


  • Uplifting personal competences in customer service.
  • Training practical skills in effective communication with clients.
  • Growing behaviors enhancing building relationships with clients – building positive brand as a professional counselor/consultant.
  • Growing competences in dealing with difficult emotions and wording while contacting with a client.
  • Fostering assertive responses and strengthening assertive attitude.
  • Learning techniques that reduce professional burn out and the tension that has arose until now.
  • After the training the participants will experience higher self-control and the ability to deal with emotions while being under pressure and other stressful situations.
  • Participants will gain practical knowledge on stress resilience, will learn how to influence one’s attitude and own reactions in order to perform more efficiently while taking care of own emotions and psyche.


1. The quality in customer service – what does “professional customer service” really mean?
  • What is professional customer service and what does it mean for the company?
  • The benefits from good and great quality customer service.
  • Building positive relations with clients.
  • Understanding the flexibility while contacting with clients.
  • How does the customers create their expectations?
2. Empathic way of building relations with clients.
  • First impression effect.
  • Conversation – how to create great climate while communicating with the client.
  • Empathy as the skill number 1 that allows to look at the client’s needs from his/her perspective and why it is the most significant factor that influences the quality of service.
  • How to build sympathy in relations with clients?
  • How to show your care and concern about clients?
  • Patience in a dialogue with clients – how to listen till the end and let know that the client is heard and understood.
  • The role of empathic message in client-oriented service.
3. Communication with the client.
  • Building positive relations with clients through effective business emails.
  • Key words – which words to use and which words not to use while serving a client.
  • Counteracting the communication pitfalls.
  • From a problem to a goal – techniques of confirming the needs.
  • Using proper phrasing towards clients, taking care of his/her needs and being mindful on the reported issue.
  • Difficult situations with clients and how to prevent them.
  • Non-defensive communication via emails (framing the content and evaluating your message).
4. What should you know about the clients? The psychology of customer service.
  • Psychological needs of client – how to properly respond to client’s needs.
  • How and to what extend notice and understand client’s needs?
  • Different styles of client’s behaviors and ways to handle them.
  • How to adjust to the client’s behavior?
5. Phases of solving the client’s objections.
  • Identifying the problem.
  • Setting the goal for action.
  • Searching for solutions.
  • Implementing the solution.
6. Stress resilience and emotional distance in customer service.
  • How respond effectively to challenges, changes, pressure, stress and difficulties?
  • How to become resilient and build psychological distance?
  • Inner barriers – overcoming inner resistance.
  • Self-managing of emotions and managing the client’s emotions.
  • How to respond to critics or aggressive behaviors so it does not influence the efficiency of service?
  • How to practically impede negative and unpleasant emotions using self-control?
  • How to overcome limiting beliefs and strengthen the motivating ones to become more active?
7. How to strengthen and grow the psychological resilience in order to overcome professional burn out?
  • The strength and psychological resilience – two skills that support self-management. How to grow and master them?
  • How the individual attitude determines our behaviors?
  • Behavioral and cognitive model ABCD – situation, thought, emotion, physiology, behavior.
  • How to build the mental and emotional endurance in achieving goals?
  • How to build the psychological distance and self-protect?
8. Building assertive attitude.
  • Attitude as a loopback of thoughts and emotions.
  • Attuning into one’s way of thinking (emotions, values, empathy).
  • Building self-belief and self-worth through knowing the basic laws of assertiveness.
  • Difficult client versus a client in a difficult situation.

Guiding principles for handling conflicts.


  • Peer to peer work
  • Brainstorming and mind mapping
  • Discussions and consolidation activities
  •  Questionnaires
  • Coaching tools
  •  Mini-projects
  • Games and simulations (kahoot!)
  • Video Analysis
  • Individual assignments
  • Case studies
  • Applied drama techniques (role plays, monument and group photography, stimulators)


  • workseeps
  • Mental Gym guide equipped with tool kit
  • The best trainers
  • Certificate
  • Follow-up – 30-days after-care offered to the learners


  • Termin: do uzgodnienia

Zapewniamy kompetentną i kompleksową obsługę. Zależy nam na Państwa zadowoleniu, dlatego swoją wiedzę, umiejętności i wieloletnie doświadczenie poświęcamy całkowicie, by spełnić Państwa wymagania. Gwarantujemy profesjonalną obsługę i indywidualne podejście. Jesteśmy do Państwa dyspozycji – pomożemy w dopasowaniu właściwej oferty oraz zapewnimy pełne wsparcie w organizacji całego projektu szkoleniowego. Czekamy na Państwa zapytania ofertowe, zamówienia oraz uwagi, opinie, pomysły i sugestie:

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