Customer experience
Training to prevent and effectively manage incivility
Anticipate customer conflicts and defuse difficult situations before they escalate.
What our clients have observed:
-
30
%
of escalated conflict situations
+
40
%
customer conflict management
+
25
%
perceived improvement in team climate
What participants are saying
«
Practical tools you can apply right away in difficult situations. A training program that builds confidence and helps you manage aggression, even in conflict situations.
Banque Populaire
»
Key skills
developed
Objectives
Identify the mechanisms and triggers behind incivility
Adopt an assertive, appropriate stance in tense situations
Reframe with firmness and respect through a structured method
Defuse customer conflicts and restore constructive dialogue
Strengthen team relationships for the long term
Duration
1 to 2 days depending on your needs
Format
In person or remote
Audiences
Employees/Managers
Group
Ideally 6 to 8 participants, 10 maximum
Prerequisites
No prerequisites
Pricing
From €1,700 excl. tax / day
During training,
we train
Methodology
STOP® Method
A simple method that’s easy to remember and easy to put into practice for assertively reframing a situation.
Pedagogy
Exercises grounded in your day-to-day reality, with personalized feedback to help you make real progress.
Resources
An operational toolkit
Digital memo, individual action plan, and practical resources to start taking action right away.
Assessment & certification
Altival is Qualiopi-certified — Training Programs
Midway through and at the end of the training program
Assessment of skills gained through real-life scenarios and structured self-assessment
By day 30
Follow-up questionnaire to measure how learning transfers to real-world situations, sent to the manager and the participant
At the end of the training
Issuance of a certificate of completion and a certificate of attendance that meet Qualiopi requirements
Your questions,
our answers
Is this training program suitable for new employees?
Do we work on real-world cases?
Are the tools directly applicable?
Is there follow-up after the training?
Take it further
Respond effectively to customer complaints in writing
Make your written responses more professional with a structured method for greater efficiency and customer satisfaction.
Claims management
Effectively handle customer complaints verbally
Turn every complaint into an opportunity to strengthen the customer relationship.
Claims management
Respond effectively to negative reviews on social media
Professionalize your responses to online reviews with a structured method that protects your reputation and strengthens customer relationships.
Claims management
Not a quote.
A conversation.
In 30 minutes, we understand your challenges and shape a tailored solution together. Our clients often say it’s the most useful conversation in their selection process.
Response within 24 business hours
No commitment
An expert team listening to you
