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Dealing with Challenging Customer Interactions

As a customer service representative, you are expected to handle every customer that comes your way, even if the customer brings along with him a difficult situation.

To do this effectively, you need to develop skills that will help you resolve difficult situations in a way that satisfies both the customer and your company.

In this course, you will learn important principles and skills you can use as a customer service representative to solve difficult and challenging customer interactions.

Dealing with Challenging Customer Interactions course offered at MasterGrade.

Who should attend?

This course is intended for customer service representatives and any client-facing employee who needs to cope with challenging customer situations, either directly or indirectly.

This course is also highly useful to customer service managers, who need to be aware of the potential difficult situations in the field and have a standard means of addressing them.

What is the aim of the course?

One of the most dreaded parts of your day is the “difficult customer,” the one who is argumentative or simply hard to get through to.

By thinking in terms of difficult situations rather than difficult customers, and knowing how to handle yourself and the situation, you can turn these dreaded interactions into run-of-the-mill experiences or, in many cases, experiences with positive outcomes.

In this way, you can defuse your own negative emotions and keep your job satisfaction at a high level while retaining, or even attracting, customers for your company.

Dealing with Challenging Customer Interactions

Lesson 1: Establishing a Solid Customer Relationship

  • Review Customer Service Basics
  • Recognize a Difficult Situation
  • Work Within Your Company's Parameters
  • Handle Simultaneous Customer Contacts
  • Handle a Difficult Customer Interaction

Lesson 2: Overcoming Communication Issues

  • Adapt to the Customer's Personality Style
  • Identify the Customer's Issue
  • Overcome Communication Issues

Lesson 3: Resolving Challenging Situations

  • Educate the Customer
  • Focus on the Issue
  • Overcome Negativity
  • Redirect the Customer
  • Follow Up on a Challenging Situation


Learning Materials:


What course next:

1 Day

All included

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Course Content
Dealing with challenging Customer Interactions

   • Establishing a Solid Customer Relationship
   • Overcoming Communication Issues
   • Resolving Challenging Situations


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