Businesses are starting to re-open and with these re-openings will come some difficult customer and client conversations related to Covid-19.

  • Do you and your staff know what to say to a customer, client or colleague who is not wearing a mask, maintaining physical distance or otherwise not complying with COVID-19 protocols?
  • Are you confident in speaking up when your health or the health of others may be at risk?

These conversations are in addition to the other challenging customer service situations that we will cover in the course.


The August 24 session will be Virtual Instructor-Led using ZOOM technology.

At this high impact workshop for front line staff you will learn techniques that will allow you to handle really challenging COVID-19 related customer service situations (and others) with confidence. You will learn our easy-to-use customized seven-step model for managing customer service disputes effectively, learn to be assertive, maintain patience and avoid common mistakes.

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 due to issues related to requirements as a result of COVID-19 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.

The August 24, 2020 session will be Virtual Instructor-Led using ZOOM technology.  The workshop will run from 9am – 3:30pm (EDT). Using ZOOM, the program will continue to be interactive and engaging, involving exercises, small group discussions and coached mediation role plays. We are limiting the session to 24 participants.

Learn about workshop benefits and who should attend

Session Details


  • What really makes a customer conversation about related to COVID-19 difficult (the six challenges)?
  • What is the best way to deal with difficult personality types?
  • What is the best model for managing customer disputes effectively?
  • How do you prevent people from escalating?
  • How do you deal with strong emotions?
  • What are your hot buttons that need to be managed?
  • How do you deliver a difficult message without damaging the relationship?
  • How do you say “no” and still have a happy client?
  • How can you improve your contribution to your company and the bottom line by being an expert at handling tough customers?

During the workshop, you will be given our tailored seven step customer service response model for handling disputes more effectively, with less stress and higher customer satisfaction. You will apply our tools and techniques to at least 3 role-plays / case studies (including videos of challenging actual customer disputes). Our scenarios are based on typical difficult situations with a variety of customers and clients. The case studies and role-plays will raise challenges such as dealing with strong emotions, aggressive behaviours, positional approaches, etc. You will also deal with at least one case study relating to a conflict as a result of COVID-19.

There will be an opportunity to discuss the application of these skills to real world situations you face. The facilitators will be available to answer any questions that may arise for you in that specific situation.


“The role plays and exercises were very useful. They allowed for purposeful practice, using gained knowledge right away to feel comfortable with customer service situations.”

– Lesley Hand, Customer Service, Goesy, Hamilton, ON, Canada

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Virtual Instructor Led Learning Features


Smaller classes for more interaction with the facilitatorsBreakout sessions to engage with other participantsAccess to videos and handouts for future referenceInteractive and engaging live virtual sessions

Discount Policy

  • Group Discount: If your organisation registers 5 or more participants for this Winning Over Irate Customers Workshop, we will provide a 15% discount for each of those registrations. In addition, your organisation will also receive 15% off on any additional registrations received for this workshop.
  • Early Bird Discount: register for the Winning Over Irate Customers Workshop 4 weeks in advance or earlier and receive a 5% discount.