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Chartered Insurance Institute
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Managing difficult customers - one day course


This course looks at how to deal with situations encountered when emotions have begun to take control of a business situation. It will help staff to deal with situations that can be stressful and disruptive.


  • What is a complaint and why do people complain?
  • Communication techniques to help reduce tension and stress
  • Positive versus negative - how our attitude effects our response
  • How to deal with people who like to be awkward
  • Handling objections and taking ownership
  • Keeping control and keeping to the facts
  • Not taking things personally
  • Action plan to ensure maximum benefit from the training.

Learning outcomes

At the end of the course you will be able to:

  • Take control of difficult situations
  • See how diffusion techniques can take the heat out of the situation
  • Cope better with stressful situations
  • Maintain the best working relationship possible with those who can be difficult.

Who should attend?

The course is suitable for delegates who deal with people either over the telephone or face-to-face in everyday situations.

CPD hours

Attendance of this course awards up to 6 CPD hours where you consider it relevant to your professional development needs.

Book online

Regional venues sold out!

Scheduled regional dates for this course have now sold out, please keep checking the website for updates to availability. Dates are added subject to demand and can also be run in-house for corporate clients.