Managing Difficult and Demanding Customers

Face-to-face Instructor Led Courses, Marketing and Sales, Customers

What Is Managing Difficult and Demanding Customers Training?

This course gives customer facing personnel the skills to react calmly and positively with difficult clients by giving them an understanding of the causes of difficult behaviour and the basic tools to diffuse it. Delegates will learn how to distance themselves from any personal remarks and respond professionally without entering in to arguments. The course teaches strategies for dealing with different types of behaviour so that delegates learn how to adapt their service style appropriately. The course is very practical with plenty of time for practice and interaction.

Who Should Attend

Any person who requires the need to be trained in Managing Difficult and Demanding Customers through the course of their normal working duties. This course is suitable for anyone working in the Customers arena or Marketing and Sales sector, pre-requisites may be required.

Course Agenda

- Handle and diffuse verbal aggression and insults
- Keep yourself in peak emotional and professional condition to manage your responses professionally: engage the professional brain
- Understand and handle different types of difficult customers; including the arrogant; patronising or persistent
- Learn how to say No when you cant say Yes
- Manage the extremes: know when and how to deal with unacceptable behaviour.


Available onsite or nationwide at any of over 50 centres, see below our open course availability. Alternatively, call 0844 335 8882.


The Managing Difficult and Demanding Customers course will be accredited to the latest in recognised certificating award. All successful delegates will also receive an Xyz certificate of attendance. Enrolled subscribers of the National Training Card will also have any certificate, qualification and/or ID card (where applicable) automatically added to their member account.

More Information

We train in excess of 100,000 delegates per year. For more information, please make your enquiry using the form below. The XYZ Training Group Customer Charter ensures that all enquiries are responded to the same day.

Course Availability

Available on client premises as an in-house course or at one of training venues, provided minimum delegate numbers are achieved. Whatever your requirement, simply complete the enquiry form below and we'll send you our quotation by return.

Make A Managing Difficult and Demanding Customers General Enquiry Here

Complete the form below and we'll send you some training options and / or a quote by return. Please only use this form if you are interested in Managing Difficult and Demanding Customers courses. For all other enquiries, please use the general contact page, refine your search above or call us on 0844 335 8882.

Managing Difficult and Demanding Customers Training Enquiry

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Managing Difficult and Demanding Customers
Part of our Customers range of training courses

Course Information

  • Course Duration 1 day
  • Max Class Size 12

  • All prices exclude VAT. Discounts available for larger groups & for corporate clients.
Our Managing Difficult and Demanding Customers Training Courses

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*based on 125 client reviews.