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Handling challenging customers and situations

Handling difficult customers image

How do you cope with challenging customers and situations in the workplace?  This workshop sets out to demonstrate how engaging customers properly can benefit both the employee and customer.

Effective customer service can change a company’s reputation for the better. Through this workshop, participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, your employee can deal effectively with the most difficult customers and both parties can end the conversation satisfied.

Who should attend?

Anybody who has a customer facing role, either face to face or via the phone and who has experienced difficult or awkward customers. The workshop would suit people with a sales role, customer service or customer support managers, executives, front-line service staff as well as staff in back-up and support roles.

Workshop Objectives


Introductions and objectives

Why are some customers difficult?

Handling Conflict

Limited Thinking

Identify and manage your own internal and external stressors


Listening actively

Building Rapport and empathy

Sensitivity and your strategies to deal with different customer types

Personal action plans


Number of delegates: up to 12

All participants will leave with a  workbook for future reference

Duration: 1 day

What our customers said

“Karen, your training course definitely exceeded my expectations, and was above and beyond the standard of previous courses I have attended. Your spirit and personality together with the sensitivity you show towards learning needs and goals make for a fantastic few weeks! I would without a doubt recommend anyone to attend your training.”

Course Delegate

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What our clients say...

“Karen Froud-Murray has mentored me in my current role of Regional Sales Manager for over two years. As with any role involving people management and leadership, there have been various situations where it has been necessary to seek advice from a third party:  luckily for me that was Karen. Karen’s mentoring skills are excellent and she really makes you challenge yourself and the way that you think about situations, ensuring that the skills and attributes required to be a strong leader are continually developed. Karen is energetic and persistent in her approach, she encourages and fosters an environment of self-development and self-discovery and she has played a fundamental role in my development as a Regional Sales Manager and leader.”

Jane, Regional Sales Manager