Most people have encountered at least one awkward customer who demands attention, frustrates staff, uses up a lot of valuable time, and makes unreasonable requests.  The challenges posed by these types of customers can sometimes overshadow the benefits they bring to the Company.

This training is designed to reduce conflict situations, improve working relationships with difficult customers, protect your business image and create measures to avoid recurring problems.


By attending this virtual training, you will learn how to –

  • Deal with difficult or unreasonable customers with confidence
  • Stay calm and professional during stressful situations
  • Defuse difficult situations
  • Phrase difficult messages in more positive ways
  • Negotiate with customers to secure business and maintain long term relationships


  • Why difficult customers can be good for business
  • Acceptable and unacceptable levels of behaviour
  • Understanding our own behaviour and its effect on others
  • The role of active listening when dealing with unreasonable customers
  • Empathy and rapport
  • Strategies that effectively diffuse difficult situations
  • Options instead of saying ‘NO’
  • Essential skills for not getting emotionally hooked
  • Responding to complaints in writing
  • Setting expectations to avoid misunderstandings
Have a question?

Let’s get this conversation started. Tell us a bit about your requirements and we’ll be in touch.

“Very kind and helpful presenter, it was interesting learning about positive and negative language use and I definitely have been more conscious of my use of this, not only with customers but also within my personal life too! I felt positively refreshed and reset after a long period of time stuck within the same 4 walls working from home. Thank you.”

Tendring District Council

What you need to bring for these courses when delivered as a virtual classroom.

For virtual classroom courses, you will need:

  • Computer with Internet Access
  • Microphone and Headset
  • Webcam
  • Microsoft Teams
  • A dual monitor setup is recommended for IT training
Upcoming Courses
Get in touch via our contact form or call us on 01473 414 414