Handling with Difficult Customers and Complaints


In every type of business, you are bound to encounter irate, demanding and unreasonable customers. Service providers can well appreciate that it is never pleasant to handle irate or irrational customers, even though they know it is important to keep customers happy and satisfied.

Not all customers are easy to deal with; in fact, some customers can be downright rude. To preserve your customer relationships, you need to know how to deal with difficult customers confidently and manage complaints effectively.

This course will provide you a better understanding of customer behavior, and what makes a grumpy customer even grumpier. You will be able to diffuse an escalating situation, and diplomatically steer a negative conversation into a positive direction. The course includes discussions, exercises and step-by-step methods.


This training aims to improve trainees a better understanding of customer behavior, and what makes a grumpy customer even grumpier. This course will help you deal with difficult customer service conversations and increase your chance of winning back unhappy customers by providing you with the skills to listen and act on the best decision, stay positive, and communicate effectively under pressure. Therefore, upon completion of this training program, the trainees are expected to have the ability to:

  • Identify who are difficult customers
  • Better recognize your customers’ difficult behaviors and characteristics
  • Examine the cause and symptoms of customer and service problems
  • Recognize the various parts of customer complaints and conflict
  • Discover how to handle difficult customers through skillful techniques
  • Apply the key tools and techniques to deal with complaints and difficult customer
  • Demonstrate effective techniques used in problem-solving skills


This training program will cover the most important below 7 modules:

  • Module 1: Dealing with Difficult People in the Workplace Scope
  • Module 2: The Abrasive Personality
  • Module 3: The Type A Stress-Prone Personality
  • Module 4: The Aggressive Personality
  • Module 5: Coping with Difficult People in the Workplace
  • Module 6: 8 Effective Steps to Handling with Difficult Customer
  • Module 7: Communication with Difficult Customer

Who should Attend?

This course will benefit Customer Relationship Professionals, Customer Service Professionals, Customer Care Center Professionals, and Business professionals wanting to be prepared for challenging interactions with customers and how to be more objective while gaining trust. Specifically, this course is perfect for:

  • Customer Service Representatives
  • Sales Professionals
  • Managers and Supervisors
  • Any Professional in a Customer-Facing Role

Trainer's Profile

He is a highly experienced sales professional with over 15 years of leading sales team experience in the industry. He has extensive knowledge and expertise in delivering Selling and Customer Service Skills programs, which indicates that he is a seasoned trainer in the field of sales-related topics.

Fee Charged

The course fee is USD 270.00. It is inclusive of course materials, handouts, meals, refreshments, and certificates of completion but does exclude 10% of VAT amount.

We are offering an early bird registration fee to anyone who registers earlier. Interested participants or companies are encouraged to view the course details and early bird registration deadline. For further details on the early bird fee, please find the following:

  • USD 230 (Register before 12 April 2024)
  • USD 250 (Register before 18 April 2024)