ServiceTalk: Mastering Tough Conversations in Customer Care

See if this workshop is right for your organisation.

Empower your team of employees and managers with the essential skills to handle demanding customers/guests, fostering harmony in your workplace. Segal Conflict Solutions has created a transformative workshop meticulously designed for teams in customer-focused industries, from hotels and hospitality and health to retail and restaurants.

Tailored to Your Industry Needs

This workshop equips your team with practical tools to enhance customer care and navigate challenging interactions successfully. Industries we cater to include:

Hotels

Retail

Travel & Hospitality

Healthcare

Why Choose ServiceTalk?

Led by Saranne Segal, a conflict resolution expert, lawyer, and holder of an HR master’s degree, our workshop stands out for its comprehensive approach to conflict resolution. Saranne’s extensive experience ensures that your team receives unparalleled insights and strategies for quick and professional dispute resolution.

Key Topics Covered

Understanding Conflict

Explore conflict dynamics, identifying root causes and common triggers.
Gain insights into challenges like guest expectations, team communication issues, high-stress situations, and cultural differences.
Equip your team with proactive strategies for effective conflict resolution.

Mastering Customer Connection

Master clear and assertive communication techniques.
Develop skills in de-escalating tense situations and building positive relationships with guests/customers. This includes honing skills in conveying information transparently, assertively addressing concerns, and employing de-escalation strategies to handle challenging scenarios.
Navigate conflicts confidently for a positive customer experience.

Dealing with Difficult Personalities and Challenging Behaviour

Address challenging customer personalities with practical techniques for managing difficult interactions.
Manage challenging behaviours , including aggressive and passive-aggressive behaviour and other difficult behaviours that may arise.

Conflict Resolution Toolkit

Delve into practical strategies to address conflicts promptly and professionally.
Learn techniques tailored to minimise the impact of conflicts on daily operations.

Workshop Methodology

Interactive discussions
and case studies

Role-plays and
simulations

Group exercises and
feedback sessions

Real-life examples
and practical tools

“Participants now have the tools and feel better equipped to address difficult workplace situations in a sensitive manner.”

“The course effectively addressed essential workplace issues, such as dealing with difficult personalities, understanding bullying, and addressing sexual harassment. It offered practical insights and valuable solutions and Saranne’s facilitation created an open and safe learning environment. Saranne’s encouragement of active participation and meaningful discussions greatly benefited our group and fostered a positive team spirit. I highly recommend this conflict resolution course to anyone with people management responsibilities. It’s a valuable investment in personal and professional development and organisational culture and has already made a positive impact on our team.”

Head of HR, Indorama Ventures

Your Workshop Facilitator

Saranne Segal is a workplace legal expert, investigator, mediator, trainer, workplace bullying authority and conflict resolution advocate.

Saranne draws on her extensive experience and formal qualifications in psychology, law, industrial relations and human resources to help clients understand their workplace culture and manage conflict creatively and confidently.

Saranne Segal, conflict resolution expert

Are you ready to transform your team into confident communicators adept at handling challenging situations?

Let us guide your employees to proactively address issues, fostering a workplace where tough conversations are navigated with skill and professionalism.

HALF DAY WORKSHOP