Managing Difficult Customers

Themes: Communication Techniques; Customer Service; Perfomance Management; Motivation & Leadership


"It's almost unavoidable. Sooner or later most of us will have to deal with a customer who is angry or upset". We all have our natural reactions to this kind of situation. We may become defensive, rude, argumentative or refuse to help this person - which will only serve to aggravate the issue. 

The emphasis of the Managing Difficult Customers session is prevention and de-escalation of situations that present interaction challenges, with the overall view of providing high-quality customer service.


Who should attend:

  • Supervisors, Managers, Sales Reps, Front Line Staff
  • Business owners
  • Custom designed version for municipalities