Dealing with Difficult Customers

Who should attend?

This course is for anyone who deals with customers on a face-to-face basis or over the telephone. It is designed especially for those with responsibility for ensuring customer issues are dealt with promptly, politely, fairly and firmly.

Why should you attend?

All of us have experienced the hard done-by customer before and have no doubt felt their wrath as they allow emotion to over-ride their rationality. They feel an insane urge to have a go at the first member of staff they meet, regardless of whether they can help or not.

Attendance on this course will enable you to deal better with anger and aggression directed towards you. You will learn how to bring a greater degree of skill and confidence to situations involving difficult customers and be better placed to convert complaints into opportunities.

Course outline

  • The customer service role
  • 10 step method for dealing with customers both internal and external
  • Identifying areas in which you need to be exceptionally good when dealing with difficult customers
  • How people communicate
  • How to say it, your voice, your words, your phrases


Assessment For those seeking recognition for their learning, this course is based on the ILM unit: Understanding Customer Service Standards & Requirements. Successful completion of the assignment will result in the achievement in 2 credits at Level 3.


For those seeking to achieve a qualification at Level 3, you will need to achieve a further 2 credits for the ILM Award or 11 credits for the ILM Certificate.


Course: £252.00 +VAT

Time & Location

9:30AM until 1:00PM @ Twigworth Business Centre

Available dates