Defusing Difficult and Demanding Customers Webinar


 Live Webinar! Develop the skills and strategies to respond to angry, rude, and difficult customers by resolving issues confidently and appropriately.

Webinar Date & Time:
   Thursday, May 20th  
    Sorry you were not able to attend - See Options Below! 

Service representatives learn practical skills and techniques to deal with difficult customers. They gain new insights to avert tenuous situations and take appropriate steps to rebuild customer relationships – even with the most rude and confrontational customers. (View our Training Guarantee.)


Enroll Today! 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. 

Purchase the
recorded session.
(90-day Access)



Quantity discounts are available for all purchase options. Call 1-877-385-5515 for details.

For more information or need help enrolling using a PO,
call: 1-877-385-5515

You may also email us at: This email address is being protected from spambots. You need JavaScript enabled to view it.


Learn more about this unique training opportunity:

In this highly interactive virtual class, participants learn how to handle challenging customers whose difficult and demanding ways confront and confound customer service representatives at all levels. This customer service webinar develops skills and techniques to provide quality service to difficult customers of all types.

This interactive training session is designed for call center or face-to-face service environments.

Research indicates that customers who complain are more willing to continue doing business with you, if they feel that they are being treated properly.

Angry and complaining customers typically do not decide to take their business to the competition – until they talk to you. That’s why we train service representatives on what to say (and what not to say), how to defuse hostility, how to control emotions, how to use coping strategies, how to use tact and diplomacy and much more in this one-day session.

Whether the customer is loud and abrasive or on the verge of exploding with anger, customer service representatives leave this session with new skills and tools to handle them with greater confidence.

They will have a heightened awareness of what drives customer needs and know how to adjust their service style to better relate to the customer and implement a service solution.

Does this sound familiar?

♦ Customer complaints are increasing

♦ Service representatives avoid and try to transfer difficult customers to someone else

♦ There is a lack of creativity in solving customer problems

♦ Service representatives are sometimes curt or “short” with clients who have problems

♦ Service representatives wish demanding customers would “just go away"

♦ Service representatives are sometimes afraid to deal with certain customers

♦ When challenged, service reps give away too much to make the problem go away

♦ The stress level in the service department or call center is increasing

♦ Service representatives have not been trained or need a refresher course on handling difficult and demanding customers

 If the answer to any of the above is “Yes,” then this training is for you.

“The success of your communication determines your success in every aspect of life.” – Amanda Box


Dealing effectively with difficult customers will benefit your entire organization. The customer service skills developed in this session are often difficult to learn without specialized training.


Overview of Learning Points Delivered in this Webinar:

    • Understand the difference between a difficult customer versus an upset customer
    • View your communication style from the eyes of the upset customer to minimize misperceptions or misunderstandings
    • How a customer's service perceptions affect their emotions
    • Develop the ability to have patience to stay calm and in control of your emotions
    • Identify behaviors that may be contributing to customers becoming difficult or upset
    • Effectively respond to unreasonable demands with phrases that calm people down
    • Avoid turning a dissatisfied customer into an angry customer
    • Project a professional image that expresses self-confidence
    • Communicate with customers to avoid causing defensiveness
    • Deliver bad news without overly upsetting the customer
    • Listen for facts and not for feelings
    • Eliminate your prejudices to be a better listener
    • Use tact and diplomacy to handle the most difficult customers
    • How to defuse emotional manipulators
    • How to control loud and abrasive customers
    • Use effective approaches to dealing with explosive and intimidating customers
    • How to deal with the person who thinks they are “better” than you
    • Deal with chronic complainer customers
    • How to defuse hostility and anger
    • How to respond to unreasonable demands
    • Control customer emotions with phrases that calm people down
    • Express empathy, not sympathy
    • Make customers feel they have received quality service even when you can't give them everything they want
    • Help customers who are “wrong” save face when their errors are found
    • Enlist customer support and fix things that go wrong
    • Practice the keys to exceeding customer expectations
    • Avoid taking it personally when a customer is venting their frustration
    • 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

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.)

Our Guarantee
Guaranteed Employee Training

All of our workshops are backed by our 100% money-back guarantee. If you don’t believe your training provided the best, most valuable tips for success, you get your money back—it’s that simple.



To learn more about all of our webinar training, click to: On Demand Webinars & Customized Webinar Training

Alliance Training and Consulting, Inc.
20210 West 93rd Street

Lenexa, KS 66220

Toll Free: 877-385-5515
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Fax: 913-385-3353

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