Handling Angry & Hostile Customers

Do your customers shout at you? Do you sometimes feel like shouting back? Anyone who works in a front-line customer service position has, at sometime, had to deal with exceptionally challenging customers. This helpful workshop gives you practical tips and techniques to deal with these situations in a calm, assertive way


  • Individual & Group Exercise
  • Demonstrations
  • Role Plays
  • Small groups and 1:1 coaching sessions
  • Video Recording


  • Better understand your customers’ anger and your own reactions.
  • To be able to know how to diffuse angry confrontations.
  • Feel more confident in dealing with extremely challenging customers

Course Overview

During this workshop participants will be able to analyse difficult situations to handle them more appropriately. Learn new ways to calm down and think straight and to use a range of strategies to be more assertive with extremely challenging customers.

Who Should Attend?

Customers service professionals, executives and managers dealing with extremely challenging customers

Handling challenging complaints

  • What not to say
  • Structuring a reply
  • Handling personal critism

Topics Covered

Understanding yourself and others

  • Exploring the different stages of anger
  • Bring on the anger escalator
  • Building empathy using case studies

Managing yourself and others

  • Dealing with stress
  • Discovering the root causes of anger
  • Calming angry and agitated customers


  • Refusing requests and offering alternatives
  • Explaining policy using assertive techniques
  • Varying your tone

Let’s talk

Do you have questions about how we can help you? Send your questions via the button below, because we are ready to help you with alacrity.