Dealing with Difficult Customers and Situations

Course Aims:

Occasionally customer facing staff have to deal with frustrated, aggressive or difficult customers and this course is designed to equip them with the necessary skills and confidence to deal with these situations effectively. 

Course Objectives:

At the end of this course delegates will be able to:

  • Manage customer expectations and problems constructively.
  • Have difficult conversations with customers and deal with tricky or aggressive customers and situations successfully.
  • Be able to predict the escalation of a potentially aggressive incident.
  • Increase their personal resilience and be able to deal with the impact of a difficult incident


  • 1 day/In house or consultant facilitated virtual course / online training session(s)

Course Contents:

  • What is a tricky or difficult customer interaction?
  • What happens in a customer conflict situation
  • Recognising a potentially aggressive incident
  • Responses to difficult types of behaviour (passive, aggressive, assertive)
  • Assertive communication techniques
  • Assertiveness tools
  • Building trust and rapport
  • Prevention is better than cure
  • Being clear about the outcomes you want
  • How to conduct a difficult conversation
  • Key Tools
  • Saying ‘no’ effectively
  • Key ‘dos’ and ‘don’ts’
  • Predicting aggression
  • Maintaining composure
  • Calming people down
  • Tools for dealing with confrontation and aggression
  • Concept of personal resilience
  • Calming yourself down
  • Increasing resilience and managing stress
  • In the moment
  • In the long term
  • Case studies and role play
  • Transferring learning back to the workplace


We are a leading edge provider of leadership and management development interventions, talent assessment services and formal training courses.
What our Clients Say about Our Dealing with Difficult Customers Training
Deborah Williams-Dorn, Customer Services Manager, CHICHESTER DISTRICT COUNCIL "Of all the courses we have held recently this has been one of the most useful for the team and the one they have enjoyed the most. I also attended this course, and it was excellent. The delivery was informative but light and participative, ensuring everyone took part but without making anybody feel uncomfortable. Stuart’s knowledge was evident and appreciated by everyone. I would recommend the training to anybody looking for such a course and I will happily do so. I will also keep your company in mind for any future training needs" ..................................................... .THE COAL AUTHORITY Kevin Halpin-Rose - HR Businss Partner . "I wanted to feedback on the brilliant ‘Dealing with Difficult Customers’ course we ran across our organisation at three separate events. It has changed the way we deal with customers and I have seen our staff employ the skills and tips they learnt with great results."
Our Offers
Covid 19 has certainly brought its own challenges but there are opportunities too. We specialise in face to face training that is engaging, integrated and business relevant. The majority of our courses can also be delivered virtually. We believe that good leaders recognise the importance of investing in their people especially during tough times so please look at our offers page to find out how we can support you.