Dealing with Difficult Customers

MARC offices, 600 Broadway, Suite 200, Kansas City, Mo. 64105

This course is part of the Customer Service series from the Government Training Institute (GTI)

Upset customers are a fact of life. The customer and you cannot solve problems when the situation has become emotionally charged. You are often not even the reason the customer is put out, but you are left to deal with the problem and calm the situation. Learn proven techniques to handle insults effectively, calm your customer and problem solve acceptable solutions.​ 

Learning objectives

  • Identify the attitude that will best serve you as a customer service rep.
  • Demonstrate empathy when faced with irate customers.
  • Demonstrate how to rephrase and paraphrase.
  • Show how to properly handle insults.
  • Demonstrate how to calm customers.
  • Develop problem-solving strategies for a win-win outcome.
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