Dealing with Difficult Customers

About the course

Your customers can come with all sorts of issues and it is not unusual to face some very angry, displeased customers on a regular basis, if not daily. Difficult behaviour is not just the result of a negative attitude but it can result from frustration triggerd by unsatisfactory service provided. Learn the techniques of tuning in to such customers and make apparently unhappy customers into happy smily ones. 1 day course with lots of real life examples and videos. Very hands on fun filled course.

Learning outcomes

When you have completed the course, you should be able to:

  • maintain self-control while communicating with an angry or unreasonable person i.e. how to keep your cool
  • scan the whole situation, in particular the difficult person’s motive or what he/she wants to achieve
  • use appropriate body language while communicating with a difficult person
  • use appropriate questioning techniques
  • solve problem/s that sparked the person’s anger or dissatisfaction
  • avoid unnecessary battle with the difficult person and concentrate on the issue
  • apply people skills to help the difficult or angry person behave logically and help you solve the issue
  • be proactive rather than reactive in solving the issues

Who can do this course?

Literally anyone as we can’t avoid dealing with difficult people in our daily business activities. From senior managers to front line staff, everyone faces angry or unreasonable people whether they are customers or internal stakeholders. If you believe, this is your reality on a typical day, then you can consider enrolling into this course.

Delivery strategy

This course will be delivered on a face to face basis in the classroom environment. The facilitator will use group discussions, lecture, case studies with real life examples and role play as possible delivery techniques. There will be no assessment for this course. An attendance certificate will be provided as an evidence of your participation.

Further information

Should you require further information or wish to enrol a group of employees, please contact our enrolment officer on 02 96872072 or email at

This course has no current classes. Please the waiting list.