Open with a real challenge
Discuss a fictional customer situation and identify escalation triggers.
Handling Difficult Customer Conversations
From friction to understanding. An active, face-to-face workshop for challenging customer moments.
FORMATILT
SCOPE30-minute workshop
PROJECT TYPESelf-initiated concept
Learning with a clear purpose.
Under pressure, service conversations can escalate. Learners need a clear response structure and a safe space to rehearse it.
Who it’s for
Customer-facing team members practicing challenging service conversations.
By the end, learners should be able to…
- Identify language that acknowledges a customer’s concern.
- Apply Listen, Empathize, Ask, Propose (LEAP) to a scenario.
- Use a checklist to give a peer actionable feedback.
Make the thinking visible.
A demonstration makes the LEAP model visible before learners practice in rotating customer, team member, and observer roles. A checklist supports formative assessment.
My design process & rationale
Begin with a realistic service challenge, break the response into four observable steps, model the steps, and build increasingly complex role-play prompts.
Tools & development plan
- Planned: presentation software
- Planned: printable role-play cards
A closer look at the workshop.
A concept facilitation preview with activities aligned to the learning objectives above.
Watch LEAP in action
Facilitator demonstrates the four steps; learners annotate what they notice.
Practice, observe, rotate
Triads role-play with a structured observation checklist and peer debrief.
Reflect & commit
Learners choose a phrase to use and complete an applied exit question.
Workshop materials
Planned: slide deck, facilitator guide, and participant materials. Links appear here when the files are ready.
Always room to learn.
Next: draft scenario cards and a facilitator guide; pilot for emotional realism, accessibility, and timing. LEAP is used here as a concept teaching model, not a claim of a validated intervention.