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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 has trained many of our Marketing and Sales personnel to improve their presentation skills. Self-awareness, projection and delivery have all greatly improved. Karen’s style coaxes the best from delegates, who have all been very complementary about her courses. I have no hesitation in recommending Vital Spark”

UK Business Manager