Handling Difficult Customers

Loading Events

« All Events

Handling Difficult Customers

November 10 @ 9:30 am - 5:00 pm

|Recurring Event (See all)

One event on 10th November 2020 at 9:30am

One event on 19th February 2021 at 9:30am

Member price: £195.00 + VAT pp
Non-member price: £210 + VAT pp

Duration: 1 Day


Course Information

Providing customer service today is not always easy, customers often have heightened and seemingly unreasonable expectations of service levels. In general, we have a potentially explosive cocktail. This course helps staff to manage difficult customer situations with greater skill and confidence, recognising that transforming a difficult situation can result in a lifelong ally.


Who Should Attend Handling Difficult and Demanding Customers Training?

For staff who are likely to encounter difficult customer situations, either in person or on the telephone.


Benefits from Attending the Training

  • Identify what makes a customer ‘difficult’.
  • Handling complaints through the development of questioning and listening techniques.
  • Skills to communicate calmly and professionally.
  • Skills of assertiveness and how to apply the technique.


Course Contents 

  • Causes of difficulty: what make your customers difficult?
  • Different communication channels and their effect: face to face, on the telephone, written.
  • Managing our own responses: Keeping in peek condition, emotionally, and professionally.
  • Communicating confidently and calmly: under pressure and saying things in the right way.
  • Strategies for handling dissatisfaction: turning around a tricky situation or complaint.
  • How to say “No”: when you can’t say “yes”.
  • Controlling your own anxiety, anger and fear in a conflict situation.
  • Stopping conflict from escalating.


Now available as a virtual course – ring 01709 386200 for further details


November 10
9:30 am - 5:00 pm
Event Categories:
, , , ,


South YorkshireUnited Kingdom


Chamber Skills Solutions
01709 386200


Enquiry Only
Is Inquirable

Book this training course