Handling Difficult & Demanding Customers

Proven Training Solutions
Training overview
Corporate / Group Training
1 day
Start dates
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United States of America
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Course description

Handling Difficult & Demanding Customers

When the difficult or demanding customer is IN CONTROL, we are OUT OF CONTROL. Learn to manage the situation. 

One of the biggest stresses of working in customer service is having to deal with difficult and demanding customers. The Handling Difficult & Demanding Customers course is designed to teach customer service representatives how to engage with customers who are challenging to handle due to anger or other emotions. This course will provide participants with information on how to defuse and tactfully handle the most difficult customers. Participants will also learn how to:

  • Resolve complaints faster and increase customer loyalty
  • Transform customer conflict into cooperation
  • Anticipate the needs and expectations of upset and emotional customers
  • Respond to unreasonable emotions and demands and calm them down
  • Deliver bad news without upsetting the customer

During this course participants will be given the opportunity to establish a communication style that will reduce customer misperceptions, as well as develop stress and pressure coping strategies that will keep them from blowing their cool when handling difficult and demanding customers.

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COVID-19 Update

In light of COVID-19, this provider is now delivering some or all of their courses online. Contact them for more information!

Who should attend?

This course is suitable for customer service managers, supervisors and employees.

Training content

This course will cover the following topics:

  • Meeting customer expectations
  • Assertive customer service & communication techniques
  • Handling the angry and difficult customers
  • Defusing emotional situations
  • Improved interpersonal skills


Proven Training Solutions can provide a quote for this training for your company, please Request Information to find out more.

Why choose Proven Training Solutions?

30+ Years Experience Delivering Customized On-Site & Virtual Training

National Leader in Sensitivity & Harassment-Prevention Training

Experts in Internal Customer Service

About Proven Training Solutions

Proven Training Solutions - Virtual & On-Site Training

Proven Training Solutions has been a provider of customized virtual & on-site training since 1987. All of our courses can be delivered on-site or through an interactive virtual presentation...this includes all of our management and employee training. All of Proven...

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Contact info

Proven Training Solutions

911 Thorn Ridge Lane
29710 Lake Wylie South Carolina

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