In this 75-minute interactive session, participants are introduced to and practise using a field-tested process for dealing with difficult customers either in person or on the phone. They learn how to handle challenging customer situations in a professional way by being empathetic, asking clarifying questions, listening intently, and balancing the customer’s needs with those of their organisation. They also learn tips for managing the personal stress that can result from handling difficult customers. 

  • Maintain a positive mindset about difficult customers
  • Use the PACES process to respond effectively to difficult customers on the phone or face-to-face
  • Manage the personal stress associated with dealing with difficult customers