Managing Angry and Difficult Customers Training Courses
Encountering difficult situations is an intrinsic part of dealing with customers & clients – whether internal or external.
But how many of us are equipped to handle those situations?
It takes a lot of confidence and skill to effectively manage angry or upset customers and not having the right skills can, and is, a daunting experience for anyone.
We even need to consider our internal viewpoints and belief systems to ensure we can manage the situation well and not take things too personally or slip into chastising or blaming the customer that can be both personally and professionally damaging.
And whilst there always been angry and difficult customers since the age of time, COVID has no doubt seen a global increase in people’s stress and frustration levels.
Our Managing Difficult Customers Training Courses teaches you how to identify the different types of difficult customers and the different types of difficult situations, and then use root cause analysis to identify and apply the correct solution with confidence.
From learning how to negotiate, through to learning how to say no effectively and with professionalism, the Managing Difficult Customers Training Course is the ideal program to help you or your team members handle difficult situations with grace and style.
As with all our CX Skills courses, this course involves workshop exercises, quizzes, role-plays, videos, examples and more to make the course enjoyable and bring the learnings to life.
This is one of our most popular courses and it’s run both publicly (great for smaller numbers) and privately if you need to train larger groups, need more flexibility in the timing and would like to keep all the discussions ‘in-house’.
Managing Difficult Customers Training Course Highlights
Built for online training!
Whilst we have delivered this course face to face in a classroom setting for decades, we have now adapted this course to be delivered online using Zoom teleconferencing.
Zoom is easy to use and can be easily accessed on all devices.
Our Managing Difficult Customers Training Courses teach students how to identify and manage difficult customers with confidence.
This isn’t just boring textbook and video training where you log in and tick a few boxes. All our courses use facilitated live training meaning there is a real trainer with you the entire course to teach, facilate discussion, answer questions and so on.
And for this course, it’s not just any trainer! World-renowned customer experience trainer Daniel Ord delivers all our courses on how to manage angry and difficult customers.
Who should do this course?
The Managing Difficult Customers training course is designed to equip students with complaint handling skills to manage any difficult situation when dealing with customers regardless of the industries, products or services.
The course is suitable for anyone who deals with customers with typical roles including:
- Contact Centre agents (sales or service)
- Customer service staff
- Administration/Office staff
- Retail/counter staff
- Sales/Account Management
- Complaints teams
- Team Leaders
As this course is specifically focussed on dealing with angry and difficult customers, if you need to learn more generic customer service skills, check out our customer service training programs >
What you’ll learn:
Module 1. Considering Human Behaviour
- Using Transactional Analysis to understand Customer behaviour
- Using Transactional Analysis to understand our own behaviour
- The issue of changing someone else’s character
- The issue of ‘satisfying’ an Unhappy Customer
Module 2. Classifying the Classic Types of Difficult Situations
The differences and how to handle between
- The Abusive Customer
- The Irritating Customer
- The Unhappy Customer
Module 3. Service Skills Requirements
The Classic use of Listening:
- Deciding whether to use Empathy or Affirmation
- What are the 5 levels of Empathy?
- What you must do when interacting with someone who is upset
Module 4. Understanding your solution options
- How to Say Yes
- The role of the Extra Mile
- How to say NO
- Understanding the 2 situations where you must say NO
- The difference between the COLD NO and the UNER(R) NO
- How to apply the UNER(R) model to provide an Adult NO
- Does Acceptance = Happiness? The role of Customer Satisfaction
- How to explain WHY
- Having to explain why or why not
- How to apply the UER(R) model when you need to explain why or why not
- How to provide a Conditional or Creative YES
- How to use the Sandwich Technique
- How and When to Escalate
- Valid vs. Invalid Escalations
- The verbal techniques to use when trying to maintain control
- What your boss sometimes must say or do
- Defining what it means to say ‘case closed’
About Your Trainer
The trainer for our Managing Difficult Customers course is Daniel Ord from OmniTouch International – the leading customer experience and contact centre trainer in the world with his courses regularly selling out across the globe.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and he has been a regular visitor to Australia for over 20 years.
Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.
Watch the Video
We recorded a short video with the CEO of CX Skills, Justin Tippett and Daniel Ord providing some additional insight about the course.
What a fantastic, informative, fun and mind-changing course! Loved every minute of it and learned so much; things that will remain with me for a very, very long time. Having a presenter like Daniel Ord, who made the whole course so engaging, makes all the difference. I can honestly say, this is the best course I have ever attended. A special thank you also goes out to Justin and Marcus! – Amanda, December 2020
Really enjoyed the course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life. – Katherine, December 2020
“This course was really engaging and very well organised. Daniel was amazing, and I didn’t ‘zone out’ once, a sign of an excellent trainer. Really enjoyed the course and learnt lots, particularly liked the examples of situations where certain vocabulary is acceptable. Made the course sink in.”
“I just wanted to email you in thanks as I have found your recent training session very helpful! I have been able to use UNER(R) very effectively, where previously I had problems saying ‘no’, generally going into far too much detail on my explanation. This has helped stop at least two complaints and I‘ve also been using the Human Touch in more of my emails 😀 .”
“Hi Daniel, just wanted to say thanks for the brilliant workshop. Was lovely to meet you and it’s always a pleasure to learn new techniques, perspectives and ways of working.”
“It was a really fun and exciting training course and I will be able to apply all these methods now and in my future career. Loved the tips on how to deal with the especially fussy guests!”.
“Very good and interactive – fun but full of knowledge.”
“The training was really fun but more importantly I learned a lot of techniques that I’ve been able to use on lots of my calls which has made my job a lot easier – thanks!”
About CX Skills
CX Skills is a specialist training business that only delivers customer experience and customer service related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.
As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.
How and when it’s delivered
The Managing Difficult Customers courses are delivered via Zoom Teleconferencing and users will be sent any required materials prior to the course commencing. Our courses are offed both publicly and privately with the differences outlined below:
Our public Managing Difficult Customers training courses have the dates and times fixed to enable you to plan ahead around rosters, annual leave, induction dates etc.
Being public, it’s a great opportunity to hear and learn from others in the course and you can send as little as one person making it a cost-effective method of training small numbers of people.
If you would like to have more flexibility on the dates, times and content or have larger groups that need training refer to our private training options.
Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents exclusively just for your business.
Our private courses can deliver the same course with dates and times to suit you and being private, it can be easier to focus on real examples and scenarios encountered by your employees rather than in a public setting.
Pricing and Payment Options
All our courses can be booked directly online with a list of all the upcoming course dates and times below.
Want to register more than 3 staff? Save 15% when booking in the same transaction (note: the discount will be applied on the final checkout page).