Dealing with Difficult Customers

and keeping your cool



Dealing with difficult customers can be challenging.  Learning how to handle these situations well, can turn your difficult customer into your biggest advocate and fan.  

This workshop explores techniques and frameworks to support your customer conversations, while meeting your organisations, and customers expectations. 



Welcome and introduction

  • Setting the context
  • Learning outcomes
  • Personal objectives

What makes customers difficult?

  • Identifying reasons customers can be difficult
  • Identifying and dealing with difficult behaviours
  • The part perception plays

Manage emotions more effectively

  • Manage yourself – know your stress signs
  • Responding to emotion in others

Responding to criticism

  • Turning customer negativity into positivity
  • Positive language vs blame language
  • What to do when it gets ‘personal’


  • Listening – overcome bad habits
  • Effective statements so the customer ‘stays with you’.
  • Building rapport through listening, body language

What's Next?

  • Application of learning back at work

Learning outcomes

  • Understand how Impact vs Intent can affect your conversations​
  • Manage emotions more effectively​
  • The art of communication​
  • Undertake difficult conversations with more confidence​
  • Put it into practice



This course requires no previous training or experience

Course duration

Half day: 8:30am to 11:30am

Virtual option available



$390+GST per person


  • Experienced facilitator
  • Interactive, practical and hands on learning
  • Small groups for maximum impact
  • Take home resource workbook
  • Post course Coach Line
  • Post course follow up
  • Certificate of Attendance for participants
  • Morning & afternoon refreshments
  • Delicious cafe lunch


Enjoy Real People, Real Conversations, Real Results 


Further development

Develop Your Emotional Intelligence


Sales Essentials








10 May 2021 (Half day)
17 June 2021 (Half day)
19 July 2021 (Half day)
24 August 2021 (Half day)
24 September 2021 (Half day)
26 October 2021 (Half day)
22 November 2021 (Half day)
15 December 2021 (Half day)