Dealing with Challenging Customers

Course Category: 
Business Skills

Duration: 1 Day
Time: 8:30am-4:00pm


This participative and interactive course aims to provide very practical and essential skills to be able
to handle disappointed, demanding, difficult and angry customers with genuine care. This course will
provide greater insight into the different types of customer demands and why customers get
disappointed, and will explore the skills to manage yourself with dedication to resolving the issues.
The course is designed to encourage and challenge participants to practice and acquire new skills ‘in
the moment’


• Explore the expectations your customers have of you and your company
• Individual expectations: explore the different types of customers and how to deal with them
• Understand why customers get demanding: notice and address issues before disasters erupt
• Understand that no one likes a vacuum: the importance of information
• Look inward: getting to grips with your automatic defensiveness
• Stop trying to be understood and start to understand
• Move your customer from seeing you as the enemy to seeing you as an ally
• Explore how to ‘get behind’ the real problem
• Understand why you should listen more than you talk
• Don’t just say sorry, get into your customers’ shoes and really ‘see’ what it is like for them
• Communication tips for common issues
• Bouncing back from difficult interactions
• Practice a difficult encounter
• See mistakes as opportunities to create magical moments and provide rich learning


• Improved problem solving skills for customer service issues
• Stronger relationships with customers leading to trust and loyalty
• Heightened awareness about the customer experience with the organisation
• Ability to manage yourself in difficult situations
• Ability to turn moments of misery into moments of magic
• Develop resilience

Contact Details

Contact Person: 

Course Details


Non Credit Bearing

Course Delivery Method: 

Presented Presented Courses

In House In-House

Course Duration: 

1 Day


R2 200 excl VAT per delegate with a reduced rate for 3 or more from the same organisation

Course fee Includes: 

Public Courses - Refreshments including a light lunch