Customer Service and Managing Difficult Customers

Master the Art of Customer Service

Every customer interaction is a chance to enhance your business reputation — especially the challenging ones.

This 3-hour workshop combines the most popular elements of Customer Service Essentials and Managing Difficult Customers into one practical and engaging session.

You’ll learn how to deliver exceptional service, adapt to different customer types, and confidently handle complaints or conflict when they arise. Whether it’s a difficult phone call, a frustrated visitor, or a service slip-up — you’ll be better prepared to respond with calm, clarity, and professionalism.

This session is all about building real-world skills and boosting your confidence in the moments that matter.

What You’ll Learn:

• The foundations of great customer service

• Why customers become difficult — and how to respond

• How to adapt your communication style to suit different customer types

• A simple, effective three-step approach to handling complaints

• Tools for staying calm and professional under pressure

• Strategies to enhance personal presentation and service confidence

• How to turn everyday interactions into positive customer experiences
  

Why this course is for you:

This course is perfect for anyone who…

• Interacts with customers by phone, in person, or online

• Wants to feel more confident managing complaints or tricky moments

• Is part of a frontline or customer-facing team

• Is looking to sharpen your service and communication skills

• Is new to customer service or want a refresher with practical tools

• Wants to represent your business with clarity, calm and professionalism

Download a copy of our flier HERE