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Dealing with Difficult Customers



Success comes from understanding how we behave, as well as how we can influence others. If difficult interactions are necessary, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. More often than not, we will also have more meaningful and significant conversations. In this workshop, you will learn how to turn difficult situations and people into opportunities for growth.


Managers, Department heads, Senior supervisors, Team leaders and personnel who need to develop their communication to get the best out of people, to understand and be understood . Employers and Employees who are looking out for enhanced performance and productivity, harmoniously.


Understanding the psychology of difficult customers

Understand the art of managing Prickly customers

Understanding different Communication Styles and working with it

Understanding the art of active listening

Learning the art of asking the right questions

The importance of Rapport building in relationships

Speaking the language your customer can relate to

7 steps to manage difficult customers

The GLAD process to handle difficult customers

Managing yourself – Dealing with Stress


Learn to establish a positive intent and a desired outcome

Use good communication skills during a conversation

Draft a script for a difficult conversation

Use specific steps to carry out a difficult conversation

Maintain safety in a conversation with mutual respect and understanding

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