Half day 1: communication and non-verbal signals
You delve into communication theories and the influence of non-verbal signals during support conversations.
This page was translated from Dutch with AI.
Support conversations
Customers who call frustrated, confused or angry demand a lot of your patience. In this training course you learn to hold support conversations that are empathetic, effective and problem-solving. The training course consists of 2 half days for 6 to 12 participants, in Dutch or English.
Do you recognise this?
It is Monday morning and the first customer on the line is immediately angry. His order has not arrived, he has already called twice and no one has called him back. You were not involved, but you get the brunt of it.
You want to help, but you feel your heart rate rising. Do you explain the situation, or do you let him vent first? And how do you stay friendly without promising everything?
In support conversations:
- the customer is frustrated, confused or angry;
- you find it difficult to remain empathetic and constructive;
- a conversation gets stuck due to miscommunication;
- you do not quite know how to give or receive feedback in a tense conversation.
Miscommunication in support conversations can lead to dissatisfied customers and damage to the reputation of your company.
Why do such conversations cost so much energy?
A frustrated customer calls upon not only your knowledge, but also your nerves. You have to listen, understand the problem and control your own reaction at the same time. That is a lot, especially when one conversation follows another.
Without a fixed approach, everything depends on how you feel that day. On a good day it works out, on a busy day a conversation gets stuck because of one wrong word. You take that tension home with you, and the customer is left with a bad feeling.
It does not have to be this way. Staying calm in a tense conversation is not a matter of having a thick skin.
How do you stay calm and helpful when things get tense?
A good support conversation follows a recognisable structure, and you can learn it. You first learn to acknowledge the emotion, then to get the problem clear and only then to look for a solution together.
Our coaches know the pressure of the front line. In two half days you get communication theory and insight into non-verbal signals, and above all a lot of practice with simulations and role plays that resemble your conversations. This way you build reflexes that hold up even on a busy Monday.
Afterwards you hold support conversations with more peace of mind, for yourself and for your customer.
What you can do after the training course
After the training course you can:
- communicate in an empathetic, effective and problem-solving way;
- manage conflict situations;
- give and receive constructive feedback during support conversations;
- recognise non-verbal signals and take them into account;
- apply assertive communication to build trust and promote a positive customer experience.
This is how we approach it
The training course consists of two half days.
Half day 2: strategies and practice
In workshops you develop strategies for effective support and constructive feedback conversations. You practise with simulations and role plays to manage conflicts and communicate assertively.
Afterwards you keep practising
Every training course is extended in the THOC Learning Space, our digital learning platform. You receive course material there, including a syllabus and instructional videos.
We work in an experience-oriented way: practical exercises and simulations with which you immediately apply your skills in situations that resemble your work.
Who gives this training course
Our coaches can give this training course. Tell us which conversations challenge your support the most, and we will tailor the exercises to them.
Frequently asked questions
Practical details
- Formula: Personal coaching
- Languages: English, Dutch
- Participants: 6 to 12