Handling Difficult Situations Training                                                                                                                                                                                  Home    Careers    FAQs    Contact Us
Hamilton Mercer - Exceptional Customer Service Training

Home  >  Customer Service Training  >  Dealing With Difficult Situations Training


Dealing With Difficult Situations Training

To effectively deal with difficult situations, people must take ownership of issues, show genuine empathy, stay calm under pressure and work with customers, not against them. Dealing with difficult situations regains the confidence of customers, improves customer retention and creates future sales opportunities.


Who Should Attend?

People who want to handle difficult situations and customer complaints professionally. Staff of all levels can attend this dealing with difficult situations training course; Administrators, Advisors, Assistants, Analysts, Support, Consultants, HR & Accounts Personnel, Team Leaders, Managers and Directors.



Learning Outcome

Attitude, Reactions & Behaviours

  • Take ownership with a positive ‘can do’ attitude
  • Avoid behaviour that could escalate situations
  • Stay calm under pressure & handle criticism ositively
  • Take the positives, not the negatives from difficult situations
  • Maintain a positive mindset after a negative encounter
  • Reduce stress by controlling reactions & emotions


Deal With Difficult Situations

  • Establish the needs of customers and manage expectations
  • Structured approach when answering tough questions
  • Effective problem solving techniques
  • Present bad news in a positive manner


Handle Difficult Customers

  • Why can some customers be difficult?
  • Influence the counter-reactions of difficult customers
  • Minimise the negative impact of issues
  • Learn how to show genuine empathy
  • Alternatives for saying the word no
  • Handle frustrated, disgruntled, rude & aggressive people
  • Manage conflicting personalities
  • Move ‘hardball’ customers forward


Complaint Handling

  • Establish customers needs and manage their expectations
  • Internal and external complaint management
  • Structures to improve consistency and turnaround time
  • Work with your customers, not against them
  • Recover the trust and confidence of customers
  • Professional techniques to follow-up
  • Handle complaints regarding colleagues
  • Respond to complaints by email
  • Turn complaints in to opportunities



Course Delivery

  • Interactive group discussions
  • Group practical’s are tailored to the individual needs of delegates
  • Plenty of personal coaching is given
  • Training manual provided to record scenarios practiced in the course
  • Delegates complete a detailed action plan to ensure skills are implemented


Download PDF Version of Course Information - Click Here

Download PDF Version of Course Information - Click Here




Related Customer Service Course

Dealing With Difficult Situations - This 1 day course enables people to deal with a variety of difficult situations, angry customers and complaints.




Training Formats Available


Option 1 - Bespoke In-house Training (Suitable for Training Groups)


  • Training can be delivered at your premises or a venue of your choice throughout the UK.
  • Course content and length is tailored to suit the needs of your staff.
  • We design tailored group practical's to recreate 'real life' scenarios faced by your staff.
  • Bespoke Course Manual and Hamilton Mercer Certificate Awarded.

Please contact us to discuss your training brief - Click Here >



Option 2 - Public Workshops (Suitable for Training Individuals)


  • Course Length: 1 day (9.30am - 5pm).
  • Price: £275+vat per delegate.
  • Course Manual and Hamilton Mercer Certificate Awarded.
  • Lunch and Refreshments Provided.
  • Maximum of 5 delegates per course to ensure plenty of personal coaching is given.



London Workshop Dates 2009

Birmingham Workshop Dates 2009

  • September 2nd
Places Available
  • September 3rd
Fully Booked
  • September 22nd
Places Available
  • September 22nd
Places Available
  • October 1st
Fully Booked
  • November 17th
Places Available
  • October 14th
Places Available    
  • November 4th
Places Available  




Birmingham Training Centre Address

3 Brindley Place, Birmingham, B1 2JB

Click here to view map




Clients Include

Hamilton Mercer Training - Clients




Handling Difficult Situations Training Programmes