Handling a Difficult Customer

Wouldn’t the world be a great place if every customer was pleasure to deal with? We all know that is a fantasy land. So what is the best way to handle a difficult customer? Through our workshop your participants will learn stress management skills, how to build rapport, and recognizing certain body language.

By utilizing our “Handling a Difficult Customer” workshop your participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Your participants will be provided a strong skill set including in-person and over the phone techniques, addressing complaints, and generating return business

At the end of this workshop, participants should 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

Course Outline:

Module One: Getting Started

Housekeeping Items

The Parking Lot

Workshop Objectives

Action Plans Form

Evaluation Form

Module Two: The Right Attitude Starts with You

Be Grateful

Keep Your Body Healthy

Focus on Positive Thoughts

Invoke Inner Peace

Case Study

Module Two: Review Questions

Module Three: Internal Stress Management


Unhappiness with Your Job

Feeling Underappreciated

Not Well-Rested

Case Study

Module Three: Review Questions

Module Four: External Stress Management

Office Furniture Not Ergonomically Sound

High Noise Volume in the Office

Rift with Co-Workers

Demanding Supervisor

Case Study

Module Four: Review Questions

Module Five: Transactional Analysis

What is Transactional Analysis?




Case Study

Module Five: Review Questions

Module Six: Why are Some Customers Difficult?

They Have Truly Had a Bad Experience and Want to Vent

They Have Truly Had a Bad Experience and Want Someone to be Held Accountable

They Have Truly Had a Bad Experience and Want Resolution

They Are Generally Unhappy

Case Study

Module Six: Review Questions

Module Seven: Dealing with the Customer Over the Phone

Listen to the Customer’s Complaint

Build Rapport

Do Not Respond with Negative Words or Emotion

Offer a Verbal Solution to Customer

Case Study

Module Seven: Review Questions

Module Eight: Dealing with the Customer In Person

Listen to the Customer’s Complaint

Build Rapport

Responding with Positive Words and Body Language

Besides Words, What to Look For?

Case Study

Module Eight: Review Questions

Module Nine: Sensitivity in Dealing with Customers

Who are Angry

Who Are Rude

With Different Cultural Values

Who Cannot Be Satisfied

Case Study

Module Nine: Review Questions

Module Ten: Scenarios of Dealing with a Difficult Customer

Angry Customer

Rude Customer

Culturally Diverse Customer

Impossible to Please Customer

Case Study

Module Ten: Review Questions

Module Eleven: Following up With a Customer Once You Have Addressed Their Complaint

Call the Customer

Send the Customer an Email

Mail the Customer a Small Token

Handwritten or Typed Letter

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words from the Wise

Review of Parking Lot

Lessons Learned

Completion of Action Plans and Evaluations

Recommended Reading