Course Overview

Course: Handling a Challenging 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 effectively deal with the most difficult customers and both parties can end the conversation satisfied.


With The Handing A Challenging Customer course, participants will learn 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 course, participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

Handling a Difficult Customer

Recommended Book

Course Objectives

  • 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

    • Course Objectives
    • Action Plan

    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

    • Irritability
    • 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?
    • Parent
    • Adult
    • Child
    • 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 The Course
    • Lessons Learned
    • Recommended Reading
    • Completion Of Action Plans And Evaluations
Duration: 2-3 hours


Target Audience: All


Price: FREE

NOTE: To qualify for your official BestCorporateAcademy certificate you must study and complete all modules and score 80% or higher before you can purchase your certificate.