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Handling Challenging Customers

Understand challenging customer behaviour, maximising your chances of securing a successful outcome
Recognise a problem from what a customer says or does, understanding where there’s a risk of conflict or escalation
Learn how to handle difficult and emotional conversations and to tailor your own behaviour accordingly

Overview

Cross Civil Service

When working in a customer service environment, dealing with difficult customers is part of the job. However, some customers can be far more challenging, persistently demanding or unreasonable than others. Such interactions can become quite emotional and may quickly spiral out of control.

This digital course will show you how best to deal with challenging customers; learning to spot the types of customers who may become challenging to deal with and understanding how certain types of behaviour may only aggravate the situation.

Please refer to the course flyer for a full description of the learning. Visit the open course schedule to see upcoming dates for all available learning.