How To Deal With A Difficult Customer


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The customer may always right, but that doesn’t mean all customers are easy to deal with. Anyone who’s ever worked in customer service can tell you, customers can be downright unruly. Still, if you want to stay in business, you’ve got to deal with them. Finding techniques that help you disarm unhappy customers and win them to your site is the key to providing great customer service – even when you really want to kick nasty customers to the curb.



  • Be able to define difficult and aggressive behaviour
  • Understand the phases and triggers of an incident
  • Look at tactics for defusing difficult customers
  • Learn to deal with difficult and aggressive customers
  • Learn skills for responding to difficult and aggressive behaviour
  • Learn how to respond after the incident
  • Be fully conversant with your role in the workplace
  • Appreciate the significance of interpersonal skills in dealing with conflict in the course of your work
  • Understand the techniques which can be employed in dealing with conflict situations
  • Be able to define difficult and aggressive behaviour
  • Have a greater sense of what style and approach best suits each individual and the particular circumstances of the conflict
  • Learn how to use assertiveness and not aggression in handling people
  • Learn how to deliver a Quality Service

The course kit includes:

  • Learner’s handbook and trainer’s guide
  • Powerpoint slides
  • Activities and exercises
  • Quizzes with solutions
  • Videos
  • eLearning files
  • Additional resources

The eLearning Version

The e-learning course materials are intended for use by people that want to make e-learning an additional part of their learning and development offering.

The e-learning is very flexible and can be added to an organisation’s intranet or learning management system, ready to be used by their employees. The benefits are huge, and you only ever pay once for the package making it extremely cost effective.