Managing Difficult Customers

Our 'Managing Difficult Customers' training course, can be delivered in a classroom setting or via webinar. It is possible for webinar recordings to be uploaded to an eLearning platform, along with supplementary resources, quizzes and case studies for future access.

Aims of the course

Difficult customers can be good as well as bad for business. Understanding how to deal with the opportunities and threats posed by challenging clients is important for the positive image of any organisation. Having the right approach and mentality when dealing with tricky situations is a valued skill in any workplace.

This training course will equip participants with the skills, techniques, and understanding to deal with difficult customers in a positive, professional and constructive way, moving the relationship to positive grounds for the future.

Who will benefit from attending?

All staff with responsibility for delivering a service to internal and external customers.

  • Ref Nr:
  • Experience Level:
  • Group:
    Main Group

Participants will learn to:

  • Value the need to gain respect and trust from others
  • Plan and manage difficult conversation
  • Amend their approach to meet the needs of their customer
  • Not take things to heart and create professional distance ia
  • Understand and practice the 3 steps of assertive behaviour to encourage staff to ‘give off their best’ and to help manage upwards
  • Use assertiveness to respond to difficult situations – saying no; disagreeing and negotiating

Key topics covered:

  • Understanding customers' expectations
  • Understanding the drivers for customer frustration or upset
  • Adopting client specific language which helps appease situations
  • Identifying “difficult” customer types
  • Influencing our customers
  • Effective communication and assertiveness
  • Handling customers complaints
  • Tips and tactics around dealing with angry people
  • Staying professional under pressure
  • Transforming a difficult situation into an opportunity
  • Assessing client satisfaction post conversation
  • Action planning

What's included?

The majority of our courses are customised and delivered in house. Our standard fee for customised course delivery over the duration of a day is £950.00, which includes diagnostics, course customisation to ensure the course meets the specific needs of your organisation, materials and delivery to groups of up to 15 people. This equates to a training investment of £65.00 per head. Certificates are issued upon completion of the training for all participants.

Our South West training teams cover Dorset, Devon, Cornwall, Somerset and Wiltshire. Whether you're in Exeter, Bath, Bristol, Taunton or Salisbury, we have experts trainers at the ready to deliver high impact training to your staff. 

Contact us to discuss further. 

Contact Us

Call: 0330 027 0207

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