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Handling Difficult Customers

Course Description

Customer escalations are often caused by agent behavior, the customer not liking the answer, or the customer not wanting to wait for the agent to research or talk with a supervisor.

This short course addresses these three categories with tips and suggestions for avoiding the escalation, as well as avoiding word choices that cause escalations, and how to handle the person who wants to escalate right after the greeting.


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Course Outline

Module 1: Avoiding Escalations:

  • Managing your behavior as an agent
  • Managing negative customer reactions
  • Managing impatient customers
  • Understanding word choice in tense scenarios

Module 2: Managing Stress

  • 6 Common myths about stress
  • Common workplace stressors
  • Identifying and diffusing customer stress
  • Identifying and managing agent stress

Module 3: Controlling the Call

  • Defining call control
  • The effects of call control on agents, customers, and the organization
  • Identifying factors of call control
  • The 8 strategies of call control
  • Mapping the call flow
  • Foursquare action planning

Module 4: Choosing Your Words

  • The importance of word choice
  • Identifying positive and negative language
  • Guidelines for using positive language consistently

Module 5: Managing Difficult Customers

  • The 3 types of difficult customers
  • Managing each type of difficult customer
  • Five universal techniques for handling difficult customers, including:
  • Taking care of the situation
  • Give or take
  • Taking the opportunity to educate
  • H.E.L.P.
  • Reframing the "no"

What You Will Learn
  • Techniques for avoiding escalations
  • Understanding and managing stress
  • Controlling the call
  • Choosing your words
  • Managing difficult customers



2.5 hours


# of Students Price Per Student
1-4 $199
5-15 $169.15
16-29 $139.30
30-59 $119.40
60+ Custom Pricing


To purchase a course for 5+ students, please complete the form below:

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For purchases of 5+ students, please complete the bulk order form.

For purchases of 1-5 students: