It actually doesn’t “take all kinds” to make the world go around, we just happen to have them! Anyone who deals with customers, clients, complainants or members of the public will have to deal with irate, upset, confrontational and unreasonable people.

Those exchanges can be frustrating, and leave you rattled and drained. They take time and energy away from your other important tasks and can sometimes cost you business if not handled well. If any of this is true for you or your staff, this workshop is for you. There really is a way to effectively handle the difficult people without all the upset, frustration and risk to future business.

We took our years of experience dealing with disputes of all shapes and sizes, and our experience working with organizations facing significant volumes of front line customer disputes, and developed an effective, simple model for managing such disputes early and well.

At this high impact workshop for front line staff, you will learn techniques that will allow you to handle really challenging customer service situations with confidence. You will learn our easy-to-use customized seven-step model for managing customer service disputes effectively. You will experience a range of practical and interactive discussions, exercises and role plays that will give you new and effective tools for dealing with difficult conversations and people. Whether managing a problematic customer or having more productive conversations with fellow staff, this course will give you the core tools you need. You will have opportunities to practise learned skills in a variety of contexts so that the skills can become second nature.

For your convenience, a continental breakfast and catered lunch will be served each day of the workshop. Snacks, coffee and drinks will be available throughout the day.

Practical and Interactive Training

We offer intensive and interactive learning experiences for professionals and executives. You will participate in dynamic exercises and case studies. The concepts and approaches you will learn have proven successful in the real world, and can be applied immediately to your situation.

Who Should Attend?

The Winning Over Irate Customers Workshop is designed specifically for people who deal with challenging people and/or tough conversations. Customer service representatives, complaints handlers, hotel staff, government clerks, administrative staff, receptionists, airline personnel, front desk staff, retail staff will all benefit from this workshop. The workshop will provide tools for managing both client/customer conversations and improving crucial conversations with coworkers and front line managers.

Personal Benefits

  • Deal with difficult, irrational, aggressive, and unreasonable people with greater skill and less stress
  • Be assertive, maintain patience and deliver unwanted messages with confidence
  • Avoid common (but critical) mistakes in managing angry customers
  • Use our customer service model to minimize conflicts and retain satisfied customers
  • How to say “no” respectfully to an unreasonable request while maintaining the relationship
  • Feel more confident having difficult conversations
  • Have more productive conversations with fellow staff and managers

Organizational Benefits

  • Give your front line staff the practical tools and techniques they need to manage challenging customer conversations and complaints more effectively and with less potential damage to the relationship
  • Save your company money by improving customer satisfaction, loyalty and company image
  • Turn potentially difficult front line conversations into productive exchanges
  • Minimize unnecessary escalation of disputes
  • Give jaded front-line staff a new perspective on customer service
  • Showcase the image of your organization as respectful and responsive to clients, while getting results that are fair to you

I liked that the workshop steps on how to evaluate a situation and use positive interpersonal skills professionally or personally. The instructors are all very friendly and made the information fun without dry theories.

– Christina Schroen, Downtown Montessori, Toronto, ON, Canada

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