Handling Difficult People

Face-to-face Instructor Led Courses, Human Resources, Conflicts

What Is Handling Difficult People Training?

By the end of the course delegates will be able to understand how to handle difficult people. What constitutes, good customer service - both face-to-face and over the telephone. How to best handle customer complaints and issues. How to manage others in a customer care environment.

Who Should Attend

This course is beneficial to delegates who deal with customers in their job, either face-to-face or over the telephone; are new to the job market or have been employed for some time in a customer service role or may have to deal with upset, angry or aggressive customers.

Course Agenda

- The benefits of good customer care
- The external and internal customer
- Communication
- The three 'A's of Customer Service
- Listening skills and barriers
- Handling violent customers
- Handling complaints
- Incident reviews
- Professional telephone skills
- Assessing strengths and weaknesses
- Giving customers your personal best
- Creating a personal action plan.


Available onsite or nationwide at any of over 50 centres, see below our open course availability. Alternatively, call 0844 335 8882.


The Handling Difficult People course will be accredited to the latest in recognised certificating award. All successful delegates will also receive an Xyz certificate of attendance. Enrolled subscribers of the National Training Card will also have any certificate, qualification and/or ID card (where applicable) automatically added to their member account.

More Information

We train in excess of 100,000 delegates per year. For more information, please make your enquiry using the form below. The XYZ Training Group Customer Charter ensures that all enquiries are responded to the same day.

Course Availability

Available on client premises as an in-house course or at one of training venues, provided minimum delegate numbers are achieved. Whatever your requirement, simply complete the enquiry form below and we'll send you our quotation by return.

Make A Handling Difficult People General Enquiry Here

Complete the form below and we'll send you some training options and / or a quote by return. Please only use this form if you are interested in Handling Difficult People courses. For all other enquiries, please use the general contact page, refine your search above or call us on 0844 335 8882.

Handling Difficult People Training Enquiry
Open / Public Course Dates
Open Courses Unavailable
eLearning Options
eLearning Currently Unavailable
Handling Difficult People
Part of our Conflicts range of training courses

Course Information

  • Course Duration 1 day
  • Max Class Size 12

  • All prices exclude VAT. Discounts available for larger groups & for corporate clients.
Our Handling Difficult People Training Courses

Rated 4.4 / 5
*based on 125 client reviews.