Handling a Difficult Customer
LevelAll levels
ContentText / video
Study time3-4 hours


Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, your employee can effectively deal with the most difficult customers and both parties can end the conversation satisfied.

With the Handing A Challenging Customer course, participants will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through this course, your participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer. 

Course Objectives

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances



Module One: Getting Started

Course Objectives

Module Two: The Right Attitude Starts with You

Be Grateful
Make Gratitude a Habit
Keep Your Body Healthy
Invoke Inner Peace
Case Study
Module Two: Review Questions

Module Three: Stress Management (Internal Stressors)

Unhappiness With Your Job
Feeling Underappreciated
Not Well Rested
Case Study
Module Three: Review Questions

Module Four: Stress Management (External Stressors)

Loud Work Environment
Manage Your Work Space
Co-Worker Relations
Demanding Supervisor
Case Study
Module Four: Review Questions

Module Five: Transactional Analysis

What Is Transactional Analysis
Case Study
Module Five: Review Questions

Module Six: Why Are Some Customers Difficult

They Have Truly Had a Bad Experience and Want to Vent
Want Someone to be Held Accountable
They Have Truly Had a Bad Experience and Want Resolution
They Are Generally Unhappy
Case Study
Module Six: Review Questions

Module Seven: Dealing with the Customer Over the Phone

Listen to the Customer's Complaint
Build Rapport
Do Not Respont with Negative Words or Emotion
Offer a Verbal Solution to your Customer
Case Study
Module Seven: Review Questions

Module Eight: Dealing with the Customer In Person

Listen to the Customer's Concerns
Build Rapport
Respond with Positive Words and Body Language
Aside from Words
Case Study
Module Eight: Review Questions

Module Nine: Sensitivity in Dealing With Customers

Customers who are Angry
Customers who are Rude
Customers with Different Cultural Values
Customers who Cannot be Satisfied
Case Study
Module Nine: Review Questions

Module Ten: Scenarios of Dealing with a Difficult Customer

Angry Customer
Rude Customer
A Customer from Another Culture
An Impossible to Please Customer
Case Study
Module Ten: Review Questions

Module Eleven: Following Up

Following up with a Customer Once You Have Addressed Their Issue
Case Study
Module Eleven: Review Questions
Wrapping Up

Contact information

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