Mastering challenging conversations

Handle difficult customer conversations brilliantly.


  • A 100-minute learning journey
  • Live and interactive
  • Available on multiple platforms
  • Ideal for 4-12 participants
  • PDF playbook included
  • Evidence-based training for stellar learning outcomes

“Keep a blue head!” or, “Keep calm and follow the process”.

Dealing with challenging customer conversations isn’t easy. Customer Service agents who can remain positive and handle these conversations with grace are more productive than those who can’t.

This workshop will provide you with the tools and techniques to manage yourself and the situation in the right way.

This workshop helps you to:

  • Keep a “blue head”, stay calm and respond in the correct way to challenging customer conversations.
  • Reduce the intensity of a challenging conversation
  • Use the right words to calm a situation down
  • Apply 6 steps to mastering challenging conversations

Download Our Workshop List Now

“Great delivery, practical tips and enough time to discuss them and think about how to use them.”
Heidi Burrows - Regulatory Director at AB Vista

Case Studies


Coaching conversations for managers

A client engagement survey highlighted a need for improved coaching by managers. The challenge for VTT was to deliver a highly practical, engaging ...