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.
Government Training Institute (GTI) program logo

Presenter: Kimberley McConico

Kim McConico from Winning Within and Associates

Kimberley McConico is a Senior Associate for Winning Within & Associates, LLC, a Kansas City-based organizational development consulting firm. Kim is a recognized speaker, educator, entrepreneur, and published author.

Kim has worked with nonprofit organizations, businesses, and faith-based organizations. She’s known for her ability to capture the listeners with visuals and humor and teach with clarity. Her passion is to educate, inform and help empower people of all ages so they can achieve their goals, dreams, and visions. Kim worked in the technology field for over 13 years in IT Project Management and Customer Service Support Management. She helped businesses improve help desk and desktop support; thus improving customer satisfaction and boosting employee morale. She created process workflows to improve service and support and later furthered her education by earning a White Belt in Six Sigma. She earned her Bachelor’s Degree in Journalism from The University of Kansas.

Focus Area: Local Government