Handling Difficult or Angry Customers

When a customer, client or guest is angry or frustrated that your product or service is not satisfying their needs, the customer/guest tends to vent their anger and frustration toward the supervisor, manager, to whom they are currently speaking. Unfortunately, customers are more likely to share or report negative customer service experiences rather than positive ones.

This program is designed to give managers, supervisors, and employees the behavioral skills and tools they will need to handle the angry or difficult customers or guests with confidence and competence. Research shows us that when we take corrective action and make things right for difficult or angry customers or guests, six out of ten of these customers will continue to do business with your organization. This program will provide participants with the skills they need to turn an unhappy customer into a satisfied, loyal patron. Utilizing case studies and role-play, participants will also learn skills to assess difficult situations with customers when they do occur and how to handle them in a manner that is healthy, positive, and productive.

We typically begin our training programs with a thorough assessment developed through interviews with managers, supervisors, and employees. This helps us gain an "inside look" at the opportunities and challenges your organization faces. We then process that information to develop a customized program tailored to meet your needs. Our experienced trainers spend as much time researching your organization and tailoring the program to your specific needs as they do presenting the course.


This course is for anyone desiring to learn more about understanding difficult customers and steps to take to resolve conflict. While participation is open to anyone in your organization, this course can be customized for a specific audience.


  • Dealing with the customer's perceptions and expectations
  • How to diffuse an angry or complaining customer
  • Designing an effective customer service strategy for problem situations
  • The role of listening when dealing with angry customers
  • Empathetic listening skills
  • Options other than saying "No"
  • How to avoid discounting the customer
  • Six strategies that effectively diffuse difficult customer situations
  • Keys for not getting emotionally hooked with difficult or angry customers

For more information on Dealing with Difficult or Angry Customers, please call Peter Barron Stark Companies at 858.451.3601, or email us at info@peterstark.com.


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