How to manage difficult customers

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On-line course for dealing with difficult customers, which aims to reduce the number of unpleasant customers through a perfect approach, but which also offers you techniques for dealing with the most recalcitrant callers. You’ll also find stress management techniques. This online course can be taken at your own pace.

Course presentation

First lesson free

The videos in this course on managing difficult clients are approximately 1 hour and 30 minutes long. You can review them as often as desired. You also have access to a course plan with hyperlinks for further exploration of certain concepts, PDF content, and a quiz to evaluate your knowledge. This course corresponds to a 1-day in-person training.


  • Anyone can be a difficult client
  • The different types of violence
  • The reasons for aggression
  • Factors increasing risk
  • Assailants: defense reactions
  • Victims: consequences of aggression and stress
  • Consequences of aggression and stress

Trying to Satisfy Clients to Reduce the Number of Difficult Clients

  • The motivations of an individual
  • Elements of communication
  • What disarms an interlocutor
  • The SOS system
  • Attitudes with clients
  • Types of clients
  • Types of agents

Steps of Good Client Contact

  • The steps


  • Day preparation
  • Mental preparation


  • Elements of contact
  • The approach
  • Decode gestures
  • Decode gestures (continued)
  • Decode aggressive gestures
  • The most dangerous moments
  • Steps of phone contact

Discovering Needs

  • The SOS discovery
  • Discovering the interlocutor’s needs
  • Active listening
  • Silence
  • Control the length of contact
  • What to avoid during discovery
  • Subjects not to discuss


  • Why and how to rephrase


  • The pressure scale
  • The SOS service
  • Persuade with choices
  • The negotiation scheme
  • Negotiate
  • Force or part ways

Objections and Aggressive Clients

  • Steps for responding to objections
  • Response techniques
  • What not to do
  • Safety techniques
  • Aggressive clients: reduce perception
  • Aggressive clients: what to do

Stress Management

  • Definition of stress
  • Mental tips
  • Physical tips


  • Conclusion of contact


  • Follow-up
  • Debriefing

Course on Managing Difficult Clients: Summary and Tools

  • The steps
  • Day preparation: what I need to do
  • Preparation for each contact
  • Initial contact
  • Listening to needs: key questions
  • The pressure scale
  • Simple SOS
  • Persuade with choices