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  4. Dealing with Challenging and Difficult Customers at Work
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Dealing with Challenging and Difficult Customers at Work

ONL/152516/Q/PF
Location:
Delivered online
Start date:
23/10/2025
End date:
23/10/2025
Level:
Mixed Level
Time:
14:00 - 16:00
Duration:
1 session
Course hours:
Course hours

Course hours are the total number of hours you'll spend being taught by your tutor. Self study time is not included within the course hours.

1 hour 49 minutes
Day of week:
THU
Tutor:
James Hyndman
Price: FREE Concessions
Enrol now
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Who can join this course

This course is suitable for all employees aged 19 and over, including frontline staff, support teams, and management. Whether you interact with customers directly or support those who do, the session offers valuable insights and strategies for managing difficult situations.
If you're looking to re-enter the workforce, change career paths, or progress in your current role, this course offers practical guidance, expert support, and a flexible learning environment tailored to adult learners.

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Is this course for me

This training session is designed to equip all staff with the skills and confidence to effectively manage challenging and difficult customer interactions. As customer-facing professionals, employees often encounter situations that require patience, empathy, and strategic communication. This course provides practical tools and techniques to handle these interactions professionally while maintaining personal wellbeing.

By attending this session, participants will:
- Understand common types of challenging customer behaviours
- Learn effective communication and de-escalation techniques
- Develop strategies to stay professional and composed under pressure
- Gain tools to resolve issues and protect their emotional wellbeing

Course aims

By the end of the course you should be able to:

* Recognise different types of challenging customer behaviours
* Apply effective communication techniques to de-escalate conflict
* Maintain professionalism and emotional control under pressure
* Use practical strategies to resolve issues and protect wellbeing

Access to Micrsoft Teams

From 1st August 2024, the Department for Education (DfE) require that learners attending this course must identify their primary purpose for learning. This course is not available for learners whose main aim is to learn a hobby, or for leisure/pleasure.

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Joining your course

Delivered online

Click here for more details.

If you require any information about joining this online course then please call 03000 41 22 22 and quote the Course Code ONL/152516/Q/PF.