Handling a Difficult Customer

Available Delivery Methods

In-person workshop: 150 CAD (plus tax)
Online virtual classroom: 120 CAD (plus tax)
Online self-paced study: Available in Training Center

(Taxes are not applicable for clients outside of Canada)

Group Registration

A 10% discount is available for group registrations of more than 10 participants.

Course Duration

1 day

Course Description

Customer service is critical in the business 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 Difficult Customer course, you will learn how engaging customers properly can benefit both the employee and the customer. Effective customer service can change a company’s reputation for the better. Through this workshop, you will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

Learning 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

Course Outline

The Right Attitude Starts with You
Stress Management (Internal Stressors)
Stress Management (External Stressors)
Transactional Analysis
Why are Some Customers Difficult?
Dealing with the Customer Over the Phone
Dealing with the Customer In Person
Sensitivity in Dealing with Customers
Scenarios of Dealing with a Difficult Customer
Following Up with a Customer Once You Have Addressed Their Complaint

Note: The course outline is subject to change to reflect emerging practices and can be tailored to your organization’s specific needs.