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Handling Difficult Customers

At first glance, handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress, and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life. Implementing the guidelines in this module is the first step in a process towards forever changing how you interact with others.

Nikolas "Nicky" Cassimon
Customer Service Trainer

Workshop Objectives

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstance

Handling Difficult Customers


  • Module One: Getting Started
  • Module Two: The Right Attitude Starts with You
  • Module Three: Stress Management (Internal Stressors)
  • Module Four: Stress Management (External Stressors)
  • Module Five: Transactional Analysis
  • Module Six: Why are Some Customers Difficult
  • Module Seven: Dealing with the Customer Over the Phone
  • Module Eight: Dealing with the Customer in Person
  • Module Nine: Sensitivity in Dealing with Customers
  • Module Ten: Scenarios of Dealing with a Difficult Customer
  • Module Eleven: Following up with a Customer Once You Have Addressed Their Issue