Deal with Difficult Customers Bootcamp

Deal with Today’s Demanding Customers

Whether your staff are on the phone on service desks, or are face to face customers, they need skills and composure to deal with difficult, demanding or abusive customers. While traditional customer service training teaches conventional skills, your staff need advanced strategies to deal with today’s demanding and easily angered customers. Whether an abusive caller is out of control, or a demanding customer becomes a hostile customer, staff need advanced techniques to defuse and turn around abusive customers and prevent burn out.

Our Training will help staff

• Maintain composure and diplomacy under pressure
• Defuse customer frustration and clarify customer need
• Manage escalated scenarios professionally
• Calm customers frustrated by bot or phone tree
• Bounce back after difficult call

Most Requested Training Topics

• How can we manage angry phone callers
• How can I deal with aggressive customers in person
• What is the best way to adjust unrealistic customer expectations
• How can I deal with with customer complaints productively
• How can I deliver bad news and not lose the customer
• What can I do to maintain composure while defusing hostile customers
• How to handle abusive customers professionally
• Is it possible to guide conversation from emotion dumping to problem solving
• How can I rebound after difficult conversations
• How can my team maintain resilience and shake off negative emotions
• What are some techniques to manage stress and motivation when dealing with difficult customers

Course Options

OPTION 1 Deal with Difficult Customers BOOTCAMP

Our in person, on-site intensive workshop with techniques, role plays, and real world scenarios from your experiences. Customized for your organization and presented at your location, complete with comprehensive workbook and follow up action plan.

OPTION 2 Deal with Difficult Customers VIRTUAL WORKSHOP

Our live virtual workshop presents techniques and engages participants in discussion and role plays. This online workshop will be customized for your organization and reflect your customer challenges. Course includes workbook and action plan.

OPTION 3 Deal with Difficult Customers – Recorded Workshop

A pre-recorded workshop covering key techniques and strategies for dealing with difficult customers. The program can be tailored for your staff, and made available on demand.

See our article on Dealing with Abusive Customers