Handling a Difficult Customer


What is the best way to handle a difficult customer? Building rapport? Learning stress management techniques? Recognising body language triggers? With our Handling Difficult Customers course, you will be able to develop a strong skill set including in-person and over the phone technique, being able to address complaints and generate new business.

Study our course in the way you want. In small units or in one. Synchronise your learning between any device and remember and track your progress. Study and answer questions at your convenience and at the end of the course, if you answer more than 80% of the questions correctly, qualify for a certificate of achievement. You can even log your CPD hours.

In all our business courses, you get access to around six hours of e-learning that you can watch, listen and read. There are usually 100 questions and at the end of the course you will receive a certificate of completion that you can use against any personal or professional development requirements. As well as the course, you also receive a FREE e-book that you can read on your Kindle or other e-reader. You also get a FREE audiobook of the course so you can listen to the whole course uninterrupted on your device.



Module One: Introduction

  • Objectives & Outcomes
  • Pre-assessment
  • Pre-assignment

Module Two: The Right Attitude Starts with You

  • Be grateful
  • Keep your body healthy
  • Focus on positive thoughts
  • Invoke inner peace
  • Case study
  • Review questions

Module Three: Internal Stress Management

  • Irritability
  • Unhappiness with your job
  • Feeling under appreciated
  • Not well rested?
  • Case study
  • Review questions

Module Four: External Stress Management

  • Office furniture not ergonomically sound
  • High noise volume in the office
  • Rift with co-workers
  • Demanding supervisor
  • Case study
  • Review questions
Module Five: Transactional Analysis
  • What is transactional analysis?
  • Parent
  • Adult
  • Child
  • Case study
  • Review questions

Module Six: Why are Some Customers Difficult?

  • They have had a bad experience and want to vent
  • They have had a bad experience and want someone to be held accountable
  • They have had a bad experience and want resolution
  • They are generally unhappy
  • Case study
  • Review questions

Module Seven: Dealing with the Customer Over the Phone

  • Listen to the customer’s complaint
  • Build rapport
  • Do not respond with negative words or emotion
  • Offer a verbal solution to customer
  • Case study
  • Review questions

Module Eight: Dealing with the Customer In Person

  • Listen to the customer’s complaint
  • Build rapport
  • Responding with positive words and body language
  • Besides words, what to look for?
  • Case study
  • Review questions
Module Nine: Sensitivity in Dealing with Customers
  • Who are angry
  • Who are rude
  • With different cultural values
  • Who cannot be satisfied
  • Case study
  • Review questions

Module Ten: Scenarios of Dealing with a Difficult Customer

  • Angry customer
  • Rude customer
  • Culturally diverse customer
  • Impossible to please customer
  • Case study
  • Review questions

Module Eleven: Following up With a Customer

  • Call the customer
  • Send the customer an email
  • Mail the customer a small token
  • Handwritten or typed letter
  • Case study
  • Review questions

Module Twelve: Wrapping Up

  • Lessons Learned
  • Completion of Action Plan
Topics Covered

Topics Covered

Throughout the course you will develop key skills as you cover the following topics

  • How to understand why customers are being difficult
  • How to manage the relationship through transactional analysis
  • Building resilience and sensitivity in dealing with difficult situations
  • Understanding strong customer management strategies
What You'll Learn

What You'll Learn

By the end of this short business course on Handling a Difficult Customer, you will:

  • Identify the reasons for a customer being difficult
  • Have a series of strategies, approaches and tools to manage that
  • Have personal stress management tools in place to deal with the effects
  • Know how to leave a customer feeling much better
Who It's for

Who It's for

This course is for anyone who has to deal with a customer, from shop front to front office to senior management. Everybody who has to deal with customers will benefit.

Prior knowledge

You wont particularly need any prior knowledge for this course, just an open mind and attitude towards customer care.

As you develop your career, there will be a constant requirement to not only refresh and update existing technical learning but also to develop new skills and ways of thinking and behaving.

Technical Skills

Whether you’re in production, distribution, sales, finance, human resources or management your technical skills will always need to keep up with the latest developments in technology and change. The learning for this will generally come from your peers, industry trends and specialised training.

New skills

However, as you move up in seniority through an organisation or become and entrepreneur, you will be faced with learning a much wider array of skills. You will need to learn how to be a generalist but with the ability to look at the whole of a business and how it all interlocks.

People Skills

Most importantly, you will need to master your own behaviours and character and emotional intelligence in order to influence, inspire and bring people along with your vision.

Your career, personal and professional development should never stop, whether you are learning because of a company or professional body requirement or whether you are just wanting to grow.


We have many more coursesfor you, your business or organisation. Get in touch about how to get our courses available to your organisation or fellow learners at [email protected]

For Businesses

For Businesses

Are you looking for a comprehensive learning solution for you and your teams? We have a portfolio of over 150 business short courses that are available online and on-demand. These ready to go courses cover all key areas of a business from finance & operations, sales & marketing, human resources to administration and management. As well as hard skills that range from elementary to advanced, there is an array of people and soft skill development.

Our e-learning is comprehensive, up to date and produced by a high quality learning and editorial team. It combines the latest in business thinking with the latest in learning technology. Learning can be delivered wholly online through self-study, with virtual tutor support or in a group & classroom environment by our qualified trainers.

  • All online learning is tracked and courses can be used as part of a personal development plan for staff
  • Learners can study out of hours or in breaks with bite-size learning
  • Get back end management reports on learner progress
  • Cost efficiently solve any compliance, insurance, regulatory, union or staff association requirements
  • Save on staff training and CPD costs
  • Choose and pay for only the courses you need or look at our library models for even greater value
  • No lock-in contracts – pay monthly or get a handsome discount for annual and multi-year deals
  • No big installations necessary – a simple web browser is all you need to get started
  • New courses being added all the time

Get in touch at [email protected] or hit the Chat button for an instant response

You may also like…

Go to Top