Handling Challenging Customers

In this dynamic 1-Day workshop, participants will learn practical skills and techniques for handling challenging customers.

We all know that customer service can be easy and pleasant when the customers are in a great mood, when systems and process are working well, and when we are able to say “yes” to whatever the customer is asking for. Everyone is happy and the interaction flows well.

The question is:  What happens when things don’t go that well? 

The workshop begins by engaging participants in a conversation about how customers “show up” as difficult.  We will capture all that information – and then handle those very specific instances in a direct way – so that participants will feel prepared to handle the same types of situations if they should occur again.  We will also introduce some common challenges, if they are not listed during our discussion.

Our goal at the end of the session is to have participants feeling prepared and confident in handling even the most challenging of customer interactions in a way that supports the values and the customer service principles of your organisation.   How confident are your employees at handling challenging customers?

Learning Activities and Outcomes:

  • Participants will engage in a listening activity to help them improve their listening skills. Our goal with this activity is to ensure that real listening does happen in times of stress and pressure.
  • Participants will practice specific language skills. The goal with this activity is to explore the impact of language and help participants to reduce conflict at every practical point in the interaction.
  • Participants will learn 15 practical skills for handling common types of challenging interactions.
  • Participants will have the opportunity to discuss their specific examples of how customers “show up” as difficult and challenging – and they will have the opportunity to practice some new ways of handling challenging customers.



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