In the dynamic landscape of customer service, encountering difficult customers is an inevitable challenge that requires finesse and tact. Our lunch and learn session on Handling a Difficult Customer is tailored to equip you with the essential skills and strategies needed to navigate challenging interactions effectively. Whether you’re a seasoned professional or just starting in customer-facing roles, this session promises valuable insights and practical techniques to transform difficult situations into positive outcomes, fostering stronger relationships and enhancing customer satisfaction.

Join us for an engaging discussion where we’ll delve into the psychology of difficult customers, explore effective communication techniques, and share real-world examples to illustrate best practices. By attending this session, you’ll gain the confidence and proficiency needed to handle challenging scenarios with poise and professionalism, ultimately elevating the quality of service and enhancing the overall customer experience. Don’t miss out on this opportunity to sharpen your customer service skills and make a lasting impact in your organization.

Talk Objectives:

  1. Understand the Psychology of Difficult Customers: Explore the underlying reasons behind difficult behaviors to develop empathy and perspective.
  2. Learn Effective Communication Techniques: Master active listening, empathy, and assertiveness skills to defuse tension and build rapport.
  3. Identify Different Types of Difficult Customers: Recognize common behavioral patterns and tailor strategies accordingly for diverse situations.
  4. Practice Conflict Resolution Skills: Acquire conflict resolution techniques to address issues constructively and reach mutually beneficial resolutions.
  5. Enhance Problem-Solving Abilities: Develop creative problem-solving skills to address customer concerns and find satisfactory solutions.
  6. Manage Emotions Under Pressure: Learn strategies to stay calm and composed during challenging interactions, preventing escalation.
  7. Implement Effective De-Escalation Techniques: Utilize proven de-escalation methods to diffuse tense situations and restore harmony.
  8. Build Trust and Rapport: Foster trust and rapport with customers through genuine empathy, active listening, and personalized solutions.
  9. Empower Team Members: Equip team members with the knowledge and skills needed to handle difficult customers autonomously, fostering a culture of accountability.
  10. Measure and Improve Performance: Establish metrics for evaluating customer interactions and implement continuous improvement strategies based on feedback and data.

In conclusion, mastering the art of handling difficult customers is essential for maintaining positive customer relationships and ensuring business success. By attending our lunch and learn talk, you’ll gain valuable insights, practical strategies, and effective techniques to navigate challenging interactions with confidence and professionalism. Don’t miss out on this opportunity to enhance your customer service skills and contribute to a more harmonious work environment.

Ready to take your customer service skills to the next level? Sign up now to join us for an engaging and informative lunchtime session where you’ll learn invaluable techniques for handling difficult customers effectively. Reserve your spot today and empower yourself with the knowledge and tools needed to excel in any customer-facing role.

More Information:

Duration: 60 minutes

Fees: $1299.97  USD 679.97

For more information please contact us at:

If you would like to register for this talk, fill out the registration form below.


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