Course Overview

This course is designed for staff who handle external customers. The type of individual who thrives in this type of environment needs to be very customer focused; intuitive to customer needs and have the ability to think quickly in difficult situations. The focus is to instill an ethos of ‘looking after the needs of the customer whilst maintaining the objectives and core values and of the organisation.

The aims and objectives of the training will enable delegates to:

  1. Develop a consistency of approach when dealing with potential difficult situations
  2. Deal with customer queries in a friendly and professional manner
  3. Project a positive, tactful and assertive approach when handling difficult people

In developing the course content we place emphasis on empowering staff that have a range of skills and experiences to develop greater quality in their work and increase productivity. The training will focus on the following:

  • Develop a consistency of approach when dealing with queries and complaints
  • Giving instructions and information in a calm, friendly and professional way
  • Project a positive image with each customer
  • Questioning skills to uncover both facts and needs
  • Building instant rapport with customers
  • Have a good understanding of customer care issues
  • Understanding the difference between aggressive and assertive behaviour
  • Understanding verbal signs of conflict
  • How to give negative news in a positive way
  • How to handle aggressive clients
  • Proven steps for verbally disarming hostile people
  • Managing your anger and staying calm in hostile situations
  • Develop an attitude of ‘ownership’ when dealing with customer queries and ‘going the extra mile’ to satisfy client needs
  • Marriage difficult, demanding and angry customers calmly and efficiently

Please click on the link Online Dealing With Difficult People to take the free course

If you like the free course and wish to take the full course please visit our online training page. Click on the course from the list and start. Online courses start from just £30. Once you are registered and paid the fee you will be able to take the full course at your own pace.

Course Details

Lesson Plan

Areas covered include:

  • What are problem people?
  • What is a difficult person?
  • The theory of assertiveness
  • Preparing for assertiveness
  • Dealing with very difficult people


On completion of this course you will be able to download a Total Success certificate of course completion.


Approximately 2 hour. The length of time taken depends entirely on how quickly you can study and absorb the material. You can proceed as quickly or slowly as you like, and there is no limit on how long you can take to do the course.

Target Audience

This course is aimed at managers who may have responsibility for a team of people, or an individual, and therefore the requirement or desire to delegate work.

Entry Requirements

There are no specific entry requirements for this course.

Please click on the link Online Dealing With Difficult People to take the free course