Training customer service representatives for difficult situations requires a comprehensive approach that combines realistic practice scenarios, immediate feedback, and consistent skill development. Modern training methods leverage AI-powered simulations to create safe environments where representatives can practise handling angry customers, complex technical issues, and emotionally charged interactions without risking real customer relationships. This approach enables teams to build confidence, develop essential de-escalation skills, and receive personalised coaching that traditional role-playing exercises cannot match. Traditional customer service training often relies on scripted scenarios, classroom lectures, and occasional role-playing exercises that fail to capture the unpredictability and emotional intensity of real customer interactions….
