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, 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 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.

Learn about workshop benefits and who should attend

Session Details


  • What really makes a customer conversation 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 4 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 with a coworker.

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.

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.
It was very educational, explaining how to deal with difficult customers.  The role plays provided a great experience and were a mind opener.


– Kathy-Ann Brathwaite, Assistant Manager, Sugar Bay, Christ Church, Barbados

Read More Testimonials