[gtranslate]
PROUD of UAE
Together, under one flag
Talk To An Expert

Handling Difficult Customers

De-Escalate Conflict, Manage Stress, And Build Customer Goodwill

1 Day(s)

1 Day(s)

×

Additional Dates

Who Should Attend?

Frontline customer service staff, call center agents, support reps, and supervisors.

About The Program

Handling angry or demanding customers requires emotional control and clear communication. This one-day course equips frontline staff to stay calm, defuse complaints, and turn difficult phone or in-person interactions into positive outcomes.

Course Objectives

  • To manage workplace stress and maintain composure
  • To apply Transactional Analysis (Parent-Adult-Child) to defuse conflict
  • To master phone and in-person de-escalation techniques
  • To handle angry, rude, or diverse customers and execute follow-ups

What You Will Gain

  • Simple tools to prevent burnout and handle pressure
  • Clear steps to identify why customers are frustrated
  • Practical phrasing and body language techniques
  • Follow-up strategies to maintain customer loyalty
  • Empowering Staff
    • Setting Expectations & Accepting Input
    • Delegating & Supplying Resources
    • Practical Exercise: Effective Delegation Practice
  • Mindset & Stress Control
    • Managing Internal Stress: Fatigue & Frustration
    • Managing External Stress: Workspace & Workload
    • Practical Exercise: Stress Audit & Calmness Drill
  • Understanding Frustrated Customers
    • Why Customers Vent & Seek Accountability
    • Using Transactional Analysis (Parent, Child, Adult)
    • Practical Exercise: Communication State Practice
  • De-Escalation: Phone & In-Person
    • Active Listening & Building Rapport
    • Positive Phrasing & Body Language
    • Practical Exercise: Phone & Face-to-Face Roleplay
  • Challenging Customer Scenarios
    • Angry, Rude, & Impossible-to-Please Profiles
    • Cultural Sensitivity & Awareness
    • Practical Exercise: Handle Complex Scenarios
  • Service Recovery & Follow-Up
    • Follow-Up Methods: Phone, Email, & Notes
    • Rebuilding Long-Term Goodwill
    • Practical Exercise: Draft a Recovery Message

Before the course each delegate will be asked to complete a Pre-Course Briefing Form to determine their individual objectives for attending the course. These objectives will be used by the Tutor to give on-target training that is focused on the individual delegates.

At the end of the course each delegate will be asked to complete a Personal Development Plan that can be used as part of future appraisals, and that will also be an important tool for management reference.

Total Investment: AED 2,150/- + VAT, which includes – Training Materials, Lunch and Refreshments. Discount available for multiple bookings.

Who Should Attend?

Frontline customer service staff, call center agents, support reps, and supervisors.

About The Program

Handling angry or demanding customers requires emotional control and clear communication. This one-day course equips frontline staff to stay calm, defuse complaints, and turn difficult phone or in-person interactions into positive outcomes.

Course Objectives

  • To manage workplace stress and maintain composure
  • To apply Transactional Analysis (Parent-Adult-Child) to defuse conflict
  • To master phone and in-person de-escalation techniques
  • To handle angry, rude, or diverse customers and execute follow-ups

What You Will Gain

  • Simple tools to prevent burnout and handle pressure
  • Clear steps to identify why customers are frustrated
  • Practical phrasing and body language techniques
  • Follow-up strategies to maintain customer loyalty
  • Empowering Staff
    • Setting Expectations & Accepting Input
    • Delegating & Supplying Resources
    • Practical Exercise: Effective Delegation Practice
  • Mindset & Stress Control
    • Managing Internal Stress: Fatigue & Frustration
    • Managing External Stress: Workspace & Workload
    • Practical Exercise: Stress Audit & Calmness Drill
  • Understanding Frustrated Customers
    • Why Customers Vent & Seek Accountability
    • Using Transactional Analysis (Parent, Child, Adult)
    • Practical Exercise: Communication State Practice
  • De-Escalation: Phone & In-Person
    • Active Listening & Building Rapport
    • Positive Phrasing & Body Language
    • Practical Exercise: Phone & Face-to-Face Roleplay
  • Challenging Customer Scenarios
    • Angry, Rude, & Impossible-to-Please Profiles
    • Cultural Sensitivity & Awareness
    • Practical Exercise: Handle Complex Scenarios
  • Service Recovery & Follow-Up
    • Follow-Up Methods: Phone, Email, & Notes
    • Rebuilding Long-Term Goodwill
    • Practical Exercise: Draft a Recovery Message

Please contact us for specific details on the courses we are running. Our Business Development Staff will be happy to provide you with further details.

Before the course each delegate will be asked to complete a Pre-Course Briefing Form to determine their individual objectives for attending the course. These objectives will be used by the Tutor to give on-target training that is focused on the individual delegates.

At the end of the course each delegate will be asked to complete a Personal Development Plan that can be used as part of future appraisals, and that will also be an important tool for management reference.

Total ONLINE Investment: AED 1,450/- + VAT

CUSTOMIZE FOR IN-COMPANY
Download Training Calendar

Reviews

More Courses

Categories , Tags , , ,

Motivating Your Employees

1 Day(s)

Categories , Tags , , , ,

Fundamentals Of Generative AI In Business

1 Day(s)

Category Tags , , , ,

Fundamentals Of Cost Control

1 Day(s)

Categories , Tags , , , ,

Mastering Crucial Conversations

1 Day(s)

Categories , Tags , , ,

Etiquette For Excellent Telephone Skills

1 Day(s)

Categories , Tags , ,

Professional Sales Skills – The Key Elements Of Successful Selling

3 Day(s)

WhatsApp Us

In-Company Inquiry