This document outlines a training program to help employees handle difficult customers more effectively. The program aims to help participants identify what causes customers to become difficult, recognize and manage their own responses, and develop communication skills like empathetic listening. It is broken into six modules that cover topics such as understanding different types of difficult customers, assertive communication techniques, strategies for handling dissatisfied customers, and recharging after difficult encounters. The highly participative two-day program uses activities and discussions to help participants learn from both the curriculum and their own experiences dealing with challenging customers.

1. Handling Difficult Customer
1. Rationale:
Customers are becoming increasingly demanding and discerning, often expecting
exemplary service. If they have a complaint that it isn’t being heard and/or dealt with
effectively, they’ll either go elsewhere, or they will become increasingly
difficult/aggressive until they get what they want/need. No matter how customer
focused or efficient an organisation is though, things will inevitably go wrong
occasionally. Anyone in a front-line role is therefore not only likely to have to handle
negative feedback and complaints from time to time, but they will also have to deal
with customers who are increasingly demanding. How these situations are dealt with
can have a significant impact on the future relationship and loyalty of our customers.
Anyone who can successfully defuse difficult situations can turn dissatisfied customers
into loyal allies. They will also be able to minimise the levels of personal stress that
these encounters can cause.
2. Learning Outcomes:
 Identify what causes customers to be demanding or difficult and the consequences
 Recognise and manage your own responses
 Develop strategies for managing different types of difficult customers
 Gain confidence in handling customers appropriately
 Develop communication skills on empathetic listening, defusing conflict/anger,
speaking assertively
3. Programme Outline:
Module 1: The Problem Tree Activity: Defining Difficult Customers
3.3.1. Who are Difficult?
3.3.2. What makes your Customers Difficult?
3.3.3. Differentiating between Upset Customers and Difficult Customers
Module 2: Understanding Different Communication Channels and Their Effect
3.2.1. Face-to-face Interaction
3.2.2. On the Telephone
Module 3: Assertive Communication
3.3.1. Ways of relating to others: being passive, assertive and aggressive
3.3.2. Goal of Assertive Communication
3.3.3. Benefits of Assertive Communication
3.3.4. Assertive Self-Assessment

2. Handling Difficult Customer
3.3.5. Types of Assertion
3.3.6. Assertive Communication Skills
Module 4: Strategies for Handling Dissatisfaction
3.4.1. Understanding the nature of Customers’ Problems and Emotions
3.4.2. Managing Our Own Responses
Module 5: Communicating confidently
3.5.1. Listening and Responding with Empathy
3.5.2. Avoiding certain Triggering Words
3.5.3. Defusing Phrases & The Art of Saying No
Module 6: Recharging Yourself
3.6.1. Dealing with your own feelings (anger, frustrations and stress) after having one
difficult encounter before facing the next tricky situation with a clean slate
3.6.2. Exploring how our feelings influence our assumptions, where we make things
up and then act as though what we made up is true
4. Methodology
Highly participative, emphasising learning through experience, both from structured
activities on the programme and from individual experience and discussion.
5. Duration
Two (2) Days (9.00 am – 5.00 pm)
6. Target Group
This highly participative course is designed for anyone who has regular customer
contact (face to face or over the telephone) and wants to develop their skills in
delivering great customer service.
7. Consultant
Mazdurah Mohd Zin