Dealing with Difficult Customers

/Dealing with Difficult Customers

Dealing With Difficult Customers Training

For more information on this course please fill in the information bellow

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    • To learn a set of proven, powerful techniques to agree solutions with difficult customers;
    • To discover how to calm down angry and abusive customers;
    • To practise these techniques and fine tune the skills;
    • To apply these skills and techniques back at work;
    • To be able to share the learning with their teams.


    Your key takeaways:

    • Know how to deliver  an optimum customer experience
    • Understand how difficult situations can escalate quickly and unexpectedly
    • Help to ensure protection of brand reputation and increase trust, loyalty and repurchase intention
    • Recognise how one’s own response can help or hinder.
    • Key skills and tips on what to say and what to avoid in a difficult situation
    • Fresh and innovative ideas that will improve face to face and phone complaints resolution immediately
    • Maximise skills sets to become confident, positive, caring, and in the best possible place to focus on a resolution for the customer

    phone and email Picture1 (2)0845 165 6269


    phone and email Picture1 (3)

    Here’s What Our Dealing With Difficult Customers Training Covers

    • Why difficult and embarrassing situations with customers can really harm your business
    • How to listen effectively, empathise, interact and respond
    • Strategies for dealing with customers when they start shouting and become abusive
    • How to handle  sarcasm and intimidating comments
    • Dealing effectively with an aggressive customer
    • Techniques for defusing anger
    • Techniques to calm customers down
    • Techniques to deal with demands that complaints be escalated to senior management
    • Confidence building strategies

    Our Dealing With Difficult Customers Training Course Is The Perfect Solution For Managers Who Have To Handle Difficult Conversations with their Clients and Customers

    This course supports team leaders and managers who interact with customers.
    It is a powerful solution for handling challenging people on the telephone and face to face.


    Using specific techniques for dealing with difficult people or situations does not come naturally. We are all hard-wired by instinct to do all the wrong things when tensions and emotions run high.


    Our course on dealing with difficult customers provides insight into why we behave as we do, both as customers and as managers trying to resolve the issues.


    Your managers will feel empowered to handle difficult customers in an empathetic, caring, problem-solving and customer-focussed way which protects your brand and reputation.


    “Today I was back at work for the first time and positive comments about the customer focus have not stopped coming in. You seem to have made a hit with Claims Department and Accounts Department most. For me this is good music as generally Claims and Accounts are 2 vociferous complainers within MSI.”  
    Chris Meli, Chief Officer, Human Resources, MiddleSea Insurance, Malta


    Impressed…hit the mark every time…”  Conflict Resolution Training for Regulator
    “We were faced with the task of training over 200 people in conflict resolution across the UK. The training was great. I really felt as though the company listened to us, challenged our assumptions and designed a tailored training package particular to our needs.
    J Paddick


    When I first met with the learning providers I was struck by the high level of professionalism, scope of knowledge and understanding and attention to detail. We quickly developed a partnership working style but with a clear sense that I was the client – this is a balance that other training providers I have worked with have never managed to get right. I was impressed with the high level of customer service offered, not just to us but also to our customers. They really became one of the team. In over a dozen training sessions across the UK, with a variety of audience types, they helped us to deliver a consistently high quality product which hit the mark every time.”
    Operations Manager, General Dental Council


    The Methods We’ll Use And The Benefits To You

    Our delivery methods are uniquely different from other learning providers.


    We’ve always been about achievement, not just the learning.  Our approach is to deliver intensive, high impact and inspirational events that will make a difference to performance and success.


    We choose to combine expert trainer-led sessions with other blended learning tools, including simulations, interactive theatre and practice.  Core methods also include paired work, quizzes, questionnaires group discussion and reflective journaling.


    We don’t waste your time and money with endless meaningless exercises and unfocussed group discussions but focus on approaches that fast track learning and change.  Unlike other learning providers we also include an accountability partner system to help transfer and sustain the learning back at work.


    Leading Light Learning ensures methods that:

    • Cater for different learning styles
    • Take into account how adults learn
    • Overcome any barriers to learning
    • Create a focussed but enjoyable experience
    • Help the transfer of learning and make training stick back at work
    • Respect equality and diversity in the workplace
    • Demonstrate an immediate return on investment


    Here’s what to do next

    If you are looking for a high impact, practical expert solution to train managers to deal with difficult customers then our programme is the perfect solution for you.


    Please enter your details in the contact form at the foot of this page and in return you’ll get a response from one of our Client Solutions Managers who will be able to provide you with a complete proposal for the programme based on your specific requirements.


    Alternatively if you’d like to call us you can contact us on 0845 165 6269 and you’ll be immediately assigned a Client Solutions Manager who’ll take care of your project.


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