Dealing with Difficult Customer


This course will equip the student with the skills, techniques and know-how to manage difficult customers. The course helps students understand why people behave in a certain way and how best to mitigate and deal with that behavior from a customer service standpoint. Dealing with difficult customers, shows you how to communicate constructively and encourage harmonious working relationships regardless of the situation. It also provides practical techniques to use when resolving conflict and dealing with complaints. In addition, the student will receive a series of tips to help them handle real life situations and develop first-class people skills.

Instructional methods include lectures, discussions, and practical exercises.

  • Understanding Basic People Skills
  • Understanding People’s Needs
  • Addressing the Challenges
  • Finding Solutions
  • Opening Closed Minds
  • Dealing with Conflict
  • Dealing with Difficult Personalities
  • Working Toward Win-Win Resolutions
  • Twenty Telephone Etiquette Rules
  • Self Assessment