Research indicates that customers who complain are likely to continue doing business with your company if they feel that they were treated properly. So, angry, complaining customers care enough to talk to you, and have not yet decided to take their business to the competition. They are customers worth saving.

If your job was easy, anyone could do it! You're constantly facing challenges in fact, that's your JOB! It is easy to work with people you like, and it is even easier to work with people who like you. But that's not always the case. Sooner or later, you'll have to deal with a difficult customer. There are some sound business reasons to become adept in handling an angry customer.

This module helps you address some of the challenges you face in trying to balance company policies and procedures while resolving customer issues and providing a positive customer experience.

Key Learning Points:

Use processes for resolving conflicts, handling challenging situations and service recovery.

Take command of your emotions and attitudes

Understand customer behaviour patterns

Gain cooperation from challenging customers

Productively manage customer interactions

Eliminate frustration and stress

Learning Areas from this Training Program

Effectively handle customer interactions involving call escalation and specific policies and procedures.

Create a win-win situation for both customers and service providers.

Identify the different personality styles and apply strategies to manage different types of challenging customers.

Identify, clarify and resolve issues

Recognise the importance of your role in managing challenging customers

Ideal or Useful for:

Front-line executives

Customer service executives

Clerical staff


Anyone who deals with customers face-to-face or over the telephone

Anyone who likes to find strategies to deal with their challenging customers

Ideal Group Size

15 Participants

Download a Session Plan For Handling Challenging Customers


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