Handling Challenging Customers

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Handling Challenging Customers

One of the more challenging aspects of customer services is handling upset, angry, or frustrated customers. Worse are the scenarios where a customer becomes aggressive. 

Even for the most experienced of customer service representatives, this type of interaction can be difficult and upsetting, particularly if they do not feel adequately equipped to handle the situation. 

At Nevis Training, we have tailored a course specifically to teach you how to handle these types of interaction in a way that is professional and effective. We’ll give you strategies that allow you to resolve these situations quickly and prevent challenging customers from living rent free in your head. 

You’ll learn how to deal with angry, frustrated, manipulative people quickly and professionally.  You’ll never regret something you’ve said because you will be able to confidently handle all types of challenges.


Modules available include, but are not limited to:

  • Challenges origin
  • Understanding emotions
  • Mehrabian’s law of communication
  • Fight, Flight, Freeze, and Fudge
  • Active listening
  • Exploring empathy
  • Managing challenging phone calls
  • Writing challenging emails
  • Building rapport

And much, much more.

To contact us regarding a bespoke workshop for your organisation, please fill in our contact form and we’ll be in touch shortly!

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