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The Art of Dealing with Difficult Customers

We’ve all had them and we all need them for our business to grow, but what business communication techniques do we use to handle them and still have the energy for our good customers?

Difficult customers can lower morale and put pressure on team spirit. They can also waste valuable time and sometimes they are simply taking an opportunity to vent their own frustrations. There are also times when they are obviously wrong, but at the end of the day, they are still customers and their complaints need to be dealt with professionally, especially if you want to avoid negative spin-off from the experience. Complaining or not, they are customers with buying power and there are skillful ways to turn what seems like a negative experience into business opportunities.

So how do you manage a difficult customer so that his or her needs are met and still maintain your professionalism and integrity?

Avoiding Conflict With Effective Business Communication Skills

Our engaging workshop will introduce you to the kind of approach and mental preparation you need to deal with confrontation from difficult customers and the level of business communication you need to introduce to manage the situation effectively

We will be dealing with how to turn our difficult customers into our biggest fans.


This workshop will be looking at techniques that address the following:

  • How to find the opportunities in our difficult customers
  • Choosing the right approach and attitude
  • Mastering your body language, language choice and tone (including through telephonic exchanges) for effective Business communication
  • Understanding our customer’s perspective and ego management (avoiding conflict)
  • Time managing our difficult customers
  • Plan of Action
  • Managing your personal stress with difficult customers
  • Differences in confronting a customer and a colleague

All workshops are practical and interactive, including manuals and workshop materials. Workshops take place on client’s premises during office hours.

Who should attend: Applicable to all staff levels dealing with customers
Times: 08h30 – 13h00 or 12h30 – 17h00 (4.5 hours)
Numbers: Maximum 15 staff members
Terms & conditions applicable on confirmation of workshops