Dealing with Difficult Customers

Dealing with Difficult Customers

1 Day

This course is designed to help staff to develop the skills and confidence for dealing with the difficult situations they can face in their workplace. This course will give staff the confidence to handle difficult and challenging situations.


By the end of this workshop you will have a new perspective on the confrontations you face in daily life. Leave with techniques to help you avoid getting into conflict. Understand your own response and find practical ways to move forwards.

Please note this is the standard course outline. For in-house training we can bespoke this course to your specific needs.

What will I learn?
Understanding your own response
  • - Understand the cycle of conflict.
  • - Identify your own communication style and learn how to avoid conflict when dealing with different communication styles.
  • - Become aware of your own default reaction to difficult situations. Learn how to manage your reactions to achieve a positive outcome.
Diffusing difficult situations
  • - Learn how to deal with difficult behaviour using the LEAPS model.
  • - Understand how active listening and empathy will help to diffuse a difficult situation.
Managing our responses to events
  • - Learn about Patterns of Pentimento and understand the power of non-verbal communication. Learn how to switch from credible to approachable to help diffuse difficult situations.
  • - Learn techniques for expressing yourself assertively in difficult situations.
  • - Recognise positive and negative behaviour indicators and understand the behaviours that are required to manage a range of situations.
Practical techniques
  • - Understand how to deliver a professional customer experience through language and achieve a win / win outcome through the spoken word.
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Creating the right learning programme for you
i-Cornerstones Learning and Performance Model

Our approach is to provide the skills and knowledge to increase productivity and achieve attitudinal and behavioural change, leading to long-term improved performance, increased employee engagement and retention.

Our i-Cornerstones Learning & Performance Model is a dynamic, flexible framework that outlines the TrainingU philosophy and key stage processes we work through to ensure we deliver the exact learning programme for your needs and within your budget.



How we deliver learning
Your Offices (in-house)
Your Offices

If you have a number of people in your organisation with the same training need, in-house training programmes are an ideal, collaborative learning solution.

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Virtual Learning

Enabling staff to join live classroom training via web conferences. Ideal for organisations with multiple offices or where staff are geographically spread.

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Sprint Learning

High impact 90-minute training sessions delivered either face-to-face or virtually in targeted subjects, to boost performance whilst reducing your staff time out of the business.

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Managed Learning Services
Learning Services

As an extension to your in-house L&D team, we will look after all the planning and organisation of your staff training needs, from assessment of needs through to delivery and evaluation.

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Our commitment to quality

We are an accredited training provider with the Learning and Performance Institute which gives you the assurance that we conform to a professional Code of Practice.

Learning and Performance Institute
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the best course for you, please call us on

0333 344 6630

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