e-lerniq series

Handling a Difficult Customer

Typical Participants

Contact Centers Employees
Leaders and Managers
Employees in Service Industry
Service Providers


10 Modules
Case Studies
Available 24/7/365

Course Level



Certificate of Participation


2 hrs

Delivery Language


Handling a Difficult Customer

No matter what business you're in, you're bound to come across a difficult customer at some point. While it can be frustrating to deal with someone who is unhappy, it's important to remember that every customer is important. There are a few challenges that you may face when handling a difficult customer. 

  1. It can be difficult to stay calm and not take the situation personally. It's important to remember that the customer is not angry with you specifically, but rather the situation that they are in. 
  2. It can be challenging to find a resolution that will satisfy the customer. In some cases, the best solution may be to refund the customer or give them a discount on their next purchase. 
  3. You may need to be persistent in following up with the customer to ensure that they are happy with the resolution. It's important to show that you care about their satisfaction and that you're willing to go the extra mile to make things right. 

Through our workshop you will learn stress management skills, how to build rapport, and how to recognise certain body language. You will be provided a strong skill set including in-person and over the phone techniques, addressing complaints, angry interlocutors and conflict management techniques.

If you are a leader,  remember to make your employees happy, treat them with respect, give them all the tools they need to develop and trust they will take good care of an unhappy customer.

What Do Participants Learn in This Handling a Difficult Customer Course?

As a result of participating in this online handling a difficult customer course, participants will be able to: 

  • 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.

Handling a Difficult Customer
Course Content

  1. The Right Attitude Starts With You
  2. Stress Management - Internal Stressors
  3. Stress Management - External Stressors
  4. Transactional Analysis
  5. Why Are Some Customers Difficult
  6. Dealing With Customers Over The Phone 
  7. Dealing With Customers in Person
  8. Sensitivity in Dealing With Customers
  9. Scenarios of Dealing With Difficult Customers
  10. Following Up With A Customer Once You Have Addressed Their Issue