Managing Difficult Customers & Service Recovery Training Course Outline

Customer Experience Skills

Managing Difficult Customers & Service Recovery

2-Day Course l 100% HRDC Claimable

Course Introduction

Managing customer relationships isn’t always smooth sailing. With the competitiveness of the business environment, it is essential that difficult customers be managed well.

The Managing Difficult Customers Workshop and Service Recovery looks into outcomes where a customer is irate and has become difficult. This workshop explores situations service professionals face every day and how to manage irate customers without affecting performance and salvage the customer relationship and in the process enriching it with powerful Service Recovery actions.

Learning Objectives

To understand the importance of managing difficult customers and exceeding customer delight;
To develop key customer service communication skills;
To identify the different possible customer types and how to handle them;
To appreciate the different knowledge level of the customer;
To learn specific methods to handle difficult customers;
To pick oneself up after a blistering customer encounter;
To implement and deliver service recovery to continue to lengthen the life-cycle of the customer.

Training Modules

Module 1: The Perception of Service in the Experiential Economy

Module 2: The Emergence of Dissatisfaction in Customers

Module 3: Understanding Difficult Customer Encounters

Module 4: Managing Difficult Customers

Module 5: Competencies for Managing Difficult Customers

Module 6: Rebuilding Self Confidence After A Confrontation

Module 7: Principles of Service Recovery

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Target Audience

For Contact Center Professionals.

Training Methodology

This course can be conducted Physically and Online.

Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.

Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.

Customization

Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.

Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)

Content
100% customizable modules to match your organisation’s exact training needs

Methodology
Delivered in your preferred format, be it physical, online or a blended approach

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Customer Experience Skills