Get a custom course package
We may not have any package deals available including this course. If you enquire or give us a call on 01344203999 and speak to our training experts, we should be able to help you with your requirements.
Handling Abusive Customers Training Overview
Handling Abusive Customers Training Course Outline
Module 1: What is Problem Solving?
- Generating Alternatives
- Evaluating and Selecting Alternatives
- Implementing Solutions
Module 2: Identifying (Potentially) Difficult Customers
- Customers Who Emit a Bad Vibe
- Customers Who Refuse to Sign a Contract
- Customers Who Try to Push Your Schedule
- Customers Who Talk about Other Vendors
- Customers Who Point Out That “You Are the Expert”
- Customers Who Refuse a Standing Meeting
- Customers Who Refuse Payment Before Full Delivery
- Customers Who Ask for a Discount
Module 3: Rude Customers and Managing Emotion in the Team
- Staying in Control During Confrontations
- Best Responses to Rude Customers
- Why Does Customer Rudeness Matter?
- Strategies for Handling Rude Customers
- Stay Calm, Don't React and Don't Take It Personally
- Listen and, If Appropriate, Apologise
- Stand Firm and Solve the Problem
- When to Step In and Dealing with the Aftermath
- Supporting Team Members After a Confrontation
- What to Do When Emotions Run High
- Ways to Handle Emotions in the Team
Module 4: A Policy for Dealing with Angry and Abusive Customers
- Abusive Customers Should Never Be Mistaken for Angry Customers
- Three-Strike Rule
- Manager/Specialist Listens to the Call
- Follow-Up Call
- Dealing with Repeat Offenders
- Routing Calls to a Specialised Advisor
- Request Future Communication Is Handled Via Email
- Dropping the Customer
- Handling Abusive Customers on Email and Live Chat
Module 5: Dealing with Specific Customer Situations
- When You’re Late or Know You’ll Be Late
- Customer Is in a Hurry
- When a Customer Jumps Ahead in a Line of Waiting Customers
- When a Customer Asks to Be Served Ahead of Other Waiting Customers
- Customer’s Negative Attitude About Company Due to Past Experiences
- Customer Has Been Through Voicemail Hell
- When a Customer Is Experiencing a Language Barrier
- Customer Needs to Follow a Sequence of Actions
- Customer Insults Your Competence
- Customer Won’t Stop Talking on the Phone
- Customer Won’t Stop Talking and Is Getting Abusive on the Phone
- Customer Has Been Waiting in a Line
- When You Don’t Have the Answer
- When Nobody Handy Has the Answer
- Threatens to Go Over Your Head
- Demands to Speak with Your Supervisor, Who Isn’t Available
- Threatens to Complain to the Press
- Customer Makes an Embarrassing Mistake
- Customer Threatens Bodily Harm or Property Damage
- Customer Makes a Racist Remark and Sexist Remark
- Customer Is Playing to an Audience of Other Customers
- You Want Feedback from the Customer
- You Need to Respond to a Customer Complaint Made in Writing
- Customer Complains About a Known Problem
Who should attend this Handling Abusive Customers Training Course?
The Handling Abusive Customers Training Course is a crucial program designed for professionals across various customer-facing roles who need to effectively manage difficult interactions with customers. This training is particularly beneficial for:
- Customer Service Representatives
- Call Center Agents
- Frontline Retail Staff
- Hospitality Staff
- Support Staff
- Client-Facing Professionals
- Customer Support Representatives
- Retail Store Associates
Prerequisites of the Handling Abusive Customers Training Course
The Handling Abusive Customers Training Course doesn't have formal prerequisites. However, participants should possess a basic understanding of customer service principles and effective communication.
Handling Abusive Customers Training Course Overview
In today's customer-centric business world, the Handling Abusive Customers Training is increasingly becoming a necessity. Among the Personal Development Courses, this course is crucial in equipping professionals across various customer-facing roles with the skills to effectively manage difficult and confrontational interactions. It focuses on maintaining professionalism and ensuring customer satisfaction, even in challenging situations. By learning how to navigate these interactions, employees can uphold the company's reputation and build stronger customer relationships.
For professionals in high-pressure, service-oriented industries, mastering the art of handling abusive customers is indispensable. This training goes beyond just improving customer relations; it also significantly contributes to creating a more positive and less stressful work environment. Employees who are adept at managing difficult interactions report higher job satisfaction and are better equipped to maintain a calm and professional demeanour.
The Knowledge Academy's one-day training programme is designed to offer practical, real-world skills in managing abusive customer interactions. Through a blend of theoretical understanding and hands-on scenarios, delegates are taught to navigate and defuse confrontational situations effectively. The course emphasises the development of key skills such as empathy, communication, and emotional resilience. Participants will gain valuable insights and techniques, enabling them to handle even the most challenging customer interactions with confidence and professionalism, thereby enhancing their role in customer service and support.
Course Objectives:
- To equip delegates with strategies to de-escalate tense situations
- To enhance communication skills for handling challenging interactions
- To develop empathy and understanding in dealing with diverse customer behaviours
- To strengthen emotional resilience in face of customer hostility
- To foster a positive approach to resolving customer grievances
- To ensure adherence to company policies while maintaining customer satisfaction
Delegates completing this course will be proficient in managing difficult customer interactions with professionalism and tact. They will acquire vital skills for maintaining positive customer relationships and a harmonious work environment.
What’s Included in this Handling Abusive Customers Training Course?
- World-Class Training Sessions from Experienced Instructors
- Handling Abusive Customers Certificate
- Digital Delegate Pack
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Handling Abusive Customers Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Unlock your potential with The Knowledge Academy's Handling Abusive Customers Training, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
Experience the most sought-after learning style with The Knowledge Academy's Handling Abusive Customers Training. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Handling Abusive Customers Training sessions.
Highly experienced trainers
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Great value for money
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Handling Abusive Customers Training at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
Our Handling Abusive Customers Training offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
Monitor employees progress
The course know-how will help you track and evaluate your employees' progression and performance with relative ease
What our customers are saying
Handling Abusive Customers Training FAQs
Customer service is the assistance you provide to your customers before, during, and after they purchase and use your products or services to make their experience with you as simple and enjoyable as possible.
In this Handling Abusive Customer Training course, there are no formal prerequisites.
This Handling Abusive Customer Training course is suitable for anyone who wants to gain in-depth knowledge and lucrative skills of handling angry or abusive customers in any company or situation.
Working together as a team, listening and sharing, friendly, empathetic support, being honest, improving empathy, deep product knowledge, timeliness, and identifying ways to improve processes are just a few customer service principles that can help you transform your support operations and consistently deliver the best customer service experience.
If you ever find yourself in a situation like this, keep your cool and try to find a solution. You can use a few ways to get out of it, such as maintaining a polite and professional manner, explaining, empathising, honesty, referring to policies, escalating, issuing a warning, silent treatment, stating your position, and terminating the conversation.
This course is [ ] day(s)
Give your client the power to resolve issues if you're not sure what they want from you or if they object to your proposed solution. Inquire about what will make them happy. "If my solution doesn't work for you, I'd love to hear what will make you happy," for example.
During this training course, you will learn various tips and techniques to interact politely with abusive customers and resolve their issues. You will also learn about different customer situations, handling them, and turning angry or abusive clients into loyal customers.
The training fees for Handling Abusive Customers Training certification in the United Kingdom starts from £995
The Knowledge Academy is the Leading global training provider for Handling Abusive Customers Training.
Please see our Personal Development Courses courses available in the United Kingdom
Why choose us
Best price in the industry
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
Related courses
Looking for more information on Personal Development Courses?
Handling Abusive Customers Training in United Kingdom
Leeds
LondonBirminghamBristolMilton KeynesManchesterReadingGlasgowEdinburghSouthamptonVirtualBathLiverpoolNottinghamBedfordBoltonNewcastleBrightonBournemouthBracknellCardiffBromleyCambridgeBurton Upon TrentNorwichBuxtonSheffieldBelfastDublinCanterburyAberdeenMaidstoneCarlisleChathamChelmsfordChesterChichesterChorleyCirencesterColchesterCorbyCoventryCreweDarlingtonDerbyDoncasterDundeeDunfermlineExeterFleetGatwickGloucesterGuildfordHarrogateHeathrowHigh WycombeHinckleyInvernessIpswichKingston upon HullLincolnLeicesterLutonMiddlesbroughNorthamptonOxfordPeterboroughPlymouthPoolePortsmouthPrestonSloughSolihullStoke-on-TrentSunderlandSwanseaSwindonTeessideTonbridgeWakefieldWarringtonWarwickWatfordWindsor TownWokinghamWolverhamptonWorcesterWrexhamYork
LondonBirminghamBristolMilton KeynesManchesterReadingGlasgowEdinburghSouthamptonVirtualBathLiverpoolNottinghamBedfordBoltonNewcastleBrightonBournemouthBracknellCardiffBromleyCambridgeBurton Upon TrentNorwichBuxtonSheffieldBelfastDublinCanterburyAberdeenMaidstoneCarlisleChathamChelmsfordChesterChichesterChorleyCirencesterColchesterCorbyCoventryCreweDarlingtonDerbyDoncasterDundeeDunfermlineExeterFleetGatwickGloucesterGuildfordHarrogateHeathrowHigh WycombeHinckleyInvernessIpswichKingston upon HullLincolnLeicesterLutonMiddlesbroughNorthamptonOxfordPeterboroughPlymouthPoolePortsmouthPrestonSloughSolihullStoke-on-TrentSunderlandSwanseaSwindonTeessideTonbridgeWakefieldWarringtonWarwickWatfordWindsor TownWokinghamWolverhamptonWorcesterWrexhamYork 
Back to course information
Limited budget?
To help and support our clients we are providing a limited number of 250 daily discount codes. Hurry, first come, first served!
If you miss out, enquire to get yourself on the waiting list for the next day!
If you wish to make any changes to your course, please
