• One-Day Course

    6 Hours
    of training

  • 6 to 20 Participants

    6 to 20
    participants from
    your organization

  • On-Site or Virtual

    On-Site at your
    place of business or
    Virtual via Zoom / Teams

Whether you’re in customer service, sales, or client-facing roles, dealing with difficult clients is part of the job. While most customers are friendly and reasonable, others can be demanding, emotional, or confrontational. This practical and engaging one-day workshop equips participants with proven strategies to stay calm, communicate effectively, and resolve issues professionally—even under pressure.

Participants will gain tools to recognize client behavior patterns, manage their own reactions, and navigate tough conversations with skill and confidence.

WHO SHOULD ATTEND

  • Customer service representatives
  • Call centre agents
  • Sales professionals and account managers
  • Supervisors, managers, and team leads
  • Anyone who interacts directly with clients or customers

YOU WILL LEARN TO:

  • Identify common client behavior types and triggers
  • Apply specific strategies to defuse difficult situations
  • Communicate professionally under pressure
  • Manage emotional reactions using emotional intelligence tools
  • Maintain control and composure during client conflicts
  • Handle complaints and deliver unwelcome news tactfully

COURSE OUTLINE

Understanding Clients

  • Why clients become difficult
  • Managing expectations—ours and theirs
  • The psychology of client behavior
  • Self-assessment: Core service skills

Managing Difficult Situations

  • De-escalation phrases to use—and avoid
  • Strategies to prevent and defuse tense interactions
  • Responding effectively to complaints
  • Delivering bad news with empathy

Client Personalities and Response Tactics

  • Profiles of challenging client types
  • Situation-specific communication strategies
  • Interactive role-play and scenario-based practice

Emotional Intelligence in Client Interactions

  • Emotional intelligence overview and self-assessment
  • Stress management and emotional regulation
  • Self-talk strategies for staying calm and professional

METHODS TO BE USED

This interactive workshop uses group discussions, self-assessments, hands-on exercises, and real-world client scenarios to reinforce learning. Participants will leave with actionable tools they can immediately apply in their client interactions. No pre-work is required.

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