Coping, Surviving, and Thriving

Coping, Surviving and Thriving: Handling Difficult Customers

We believe in staying calm, professional, and compassionate—even when tensions run high. Our Coping, Surviving, and Thriving: Handling Difficult Customers workshop helps you turn challenging customer interactions into opportunities for problem-solving and resolution. We don’t believe in losing control—with the right tools, you can manage even the toughest situations with confidence.

How to Handle Difficult Customers

Five Steps to Handling Difficult Customers

Our workshop will walk you through a five-step framework for managing difficult customers effectively. These steps ensure that you maintain your professionalism and turn potential conflicts into problem-solving opportunities:

  1. Acknowledge the situation: Recognize that the customer is upset and that their concerns are valid.
  2. Stay calm and ask questions: By verifying the details, you can calm the customer down and show them you’re listening.
  3. Focus on the issue: Keep the conversation directed toward the problem, not the emotions.
  4. Find a solution together: Offer solutions or explain how you can help, making the customer part of the problem-solving process.
  5. Maintain a positive attitude: No matter the outcome, keeping a friendly and professional attitude goes a long way.
Coping, Surviving and Thriving: Handling Difficult Customers

Maintaining Professionalism in Tough Situations

Difficult customer interactions can easily become stressful. Raised voices, accusations, and tension can make it hard to keep your cool. However, we’ve all been on the other side—unhappy customers wanting understanding and resolution. We believe in treating every customer interaction as a chance to provide exceptional service, no matter how uncomfortable the situation becomes.

In this highly interactive, 3-hour virtual workshop, we’ll help you develop strategies to calm heated conversations and turn them into constructive dialogues. Whether in person or on the phone, you’ll learn to stay professional, maintain self-control, and keep the conversation focused on resolving the problem.

Coping, Surviving and Thriving: Handling Difficult Customers

Practicing Empathy and Self-Control

We believe in empathy—understanding what a customer wants, especially when they’re upset, is key to de-escalating difficult situations. During the workshop, you’ll practice ways to manage your emotions, stay focused on the customer’s needs, and create positive outcomes. You’ll also learn techniques to ensure that you maintain both your personal boundaries and professional attitude in challenging situations.

Ready to Thrive?

Handling difficult customers can be challenging, but with the right approach, you can transform these interactions into moments of success. Enroll today in our workshop and start developing the skills you need to cope, survive, and thrive in any customer service situation.

Terms and Conditions

Duration: 1-Day Workshop 

Delivery Method

  • Face-to-face
  • Virtual via Zoom
Number Participants
  • Minimum Number: 10 People
  • Maximum Number: 30 people

Cost:

$6000 USD/per day

Travel:

Additional costs may apply for face-to-face workshops.

Terms

Booking and Cancellation Policy

Feedback

Best class I’ve been to yet. Most don’t keep my attention all the time and this one most certainly did!

Good humor and interaction with the group- excellent knowledge of the subject matter.

Not too long, not too short, just right. I will use these methods and try to change my negative thoughts about difficult people.

I realize if I give too much credit to the skills this woman has it would for sure overfill this
paper. This was one of the best workshops I have ever been to.