Dealing With Challenging Customer Interactions

////Dealing With Challenging Customer Interactions

Dealing With Challenging Customer Interactions

You will explore methods for dealing with common difficult customer interactions.


This course is intended for customer service representatives and any client-facing employee who needs to cope with challenging customer situations, either directly or indirectly. This course is also highly useful to customer service managers, who need to be aware of the potential difficult situations in the field and have a standard means of addressing them.


1 Day


To ensure your success, we recommend you first take the following courses, or have equivalent knowledge:

  • Customer Service Via Phone and Email
  • Emotional Intelligence

Course Content

Lesson 1: Establishing a Solid Customer Relationship

Topic 1A: Review Customer Service Basics

Topic 1B: Recognize a Difficult Situation

Topic 1C: Work within Your Company’s Parameters

Topic 1D: Handle Simultaneous Customer Contacts

Topic 1E: Handle a Difficult Customer Interaction


Lesson 2: Overcoming Communication Issues

Topic 2A: Adapt to the Customer’s Personality Style

Topic 2B: Identify the Customer’s Issue

Topic 2C: Overcome Communication Issues


Lesson 3: Resolving Challenging Situations

Topic 3A: Educate the Customer

Topic 3B: Focus on the Issue

Topic 3C: Overcome Negativity

Topic 3D: Redirect the Customer

Topic 3E: Follow Up on a Challenging Situation

Course Objectives

Upon successful completion of this course, students will be able to:

  • Learn to establish a solid relationship with the customer, so that you may proceed with the interaction in a positive direction.
  • Learn to overcome communication issues when dealing with customers.
  • Learn to resolve challenging situations with customers.


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