Defusing Difficult and Demanding Customers Webinar
On-Demand Recorded Customer Service Webinar!
Learn Proven Strategies to Defuse Anger, Reduce Conflict, and Improve Customer Satisfaction
Master the strategies and communication skills needed to confidently handle angry, rude, and demanding customers. This on-demand customer service webinar teaches proven techniques to defuse tension, reduce conflict, and restore positive customer relationships—even in the toughest service situations.
Service representatives gain practical, real-world tools they can use immediately to de-escalate conflict, communicate with tact and professionalism, and turn difficult customer interactions into productive outcomes. (View our Training Guarantee.)
90-Minute Customer Service Webinar
Two purchase options:
Option #1: Bring this live interactive webinar session to your people. Call today for details: 1-877-385-5515
Option #2: Access the previously recorded webinar session.
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Quantity discounts are available for all purchase options. Call 1-877-385-5515 for details or email at
About This Customer Service Webinar
In this highly interactive virtual class, participants learn how to manage challenging customers whose angry, demanding, or confrontational behavior can overwhelm even experienced service professionals. This customer service webinar is ideal for call center teams, help desks, front-line customer support, and face-to-face service environments.
Research shows that customers who complain are more likely to stay loyal—if they feel heard and treated with respect. This course teaches representatives exactly what to say (and what not to say), how to stay calm, and how to regain control of tough conversations.
Whether the customer is loud and abrasive or on the verge of exploding with anger, your customer service team will leave this training with increased confidence and a powerful set of customer service tools.
Signs Your Team Needs This Training
Does this sound familiar?
♦ Customer complaints are increasing
♦ Service representatives avoid and transfer difficult customers instead of handling them
♦ Team members struggle with creativity in solving customer problems
♦ Service representatives become “short” or impatient with frustrated clients
♦ Employees hope demanding customers will “just go away"
♦ Service representatives are afraid to deal with certain customers
♦ Staff give away too many concessions just to make the problem go away
♦ Stress levels in the service department or call center are rising
♦ New hires or seasoned staff need a refresher on dealing with difficult and demanding customers
If the answer to any of the above is “Yes,” then this customer services webinar is for your team.
“The success of your communication determines your success in every aspect of life.” – Amanda Box
Key Customer Service Skills You Will Learn
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- Distinguish difficult customers from merely upset customers
- View your communication style through the customer's eyes
- Understand how customer perceptions impact their emotions
- Stay patient, calm, and emotionally in control
- Identify behaviors that may unintentionally escalate situations
- Respond to unreasonable demands with phrases that calm people down
- Avoid turning a dissatisfied customer into an angry customer
- Deliver bad news without increasing customer frustration
- Listen objectively for facts and not for feelings
- Remove personal biases to improve listening
- Use tact and diplomacy to handle the most difficult customers
- How to defuse emotional manipulators
- Manage loud, abrasive, or intimidating customers
- Handle customers who believe they are “better” than you
- Deal with chronic complainer customers
- Express empathy that builds trust (without over-apologizing)
- Help customers save face when they are wrong
- Guide customers toward constructive solutions
- Exceed expectations through service recovery
- Avoid taking customer outbursts personally
- Implement stress busters that work
Who Will Benefit From This Webinar
This session is for service personnel with high-profile, high-pressure public contact who want to improve skills to handle difficult people, resolve complaints faster, and cope with job stress and frustration.
Your Instructor: Amanda Box
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Amanda Box is a communication skills and customer service professional. Her 20+ year career has been spent in a dual role of teaching on the university level and consulting with business and industry throughout the US. Prepare to be entertained and engaged. Amanda Box does not teach by lecturing, she uses practical and relevant interactive exercises, cases, and discussions that help you transfer learning points into practical on-the-job applications. Amanda is a highly sought-after facilitator by business leaders, government agencies, medical professionals, industry leaders, sports teams, university development teams and many more.. (View Amanda Box's bio.) |
Your Satisfaction Matters to Us
Your success is our priority. If you're not satisfied with the training, we'll make it right - no risk—just results. Contact us today to get started or to learn more about our customer service webinars and on-demand training solutions..