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Managing Difficult Situations & Angry Customers

Courses / Leadership & Team Member Development / Managing Difficult Situations & Angry Customers
Category:  Leadership & Team Member Development
Length of Course:  4 hours
Minimum Attendees:  None
Maximum Attendees:  None
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Stay Calm Under Pressure: Strategies for Managing Difficult Customers

When tensions rise, how your team responds can make or break the customer experience. This course helps participants approach difficult customer situations with confidence, clarity, and professionalism—whether the challenge is frustration, aggression, or misunderstanding.

Understanding the Customer

  • Differentiate between internal and external customers
  • Identify common customer personality types and how to respond to each
  • Explore what drives anger and frustration in customer interactions

Not every customer is the same. Understanding who you're speaking to—and what they truly need—sets the foundation for meaningful, solution-oriented communication.

De-escalation & Communication Tools

  • Telephone and in-person etiquette for professional first impressions
  • How to speak calmly and clearly in the face of anger
  • Why defensive language backfires—and what to say instead
  • Listening to understand: techniques that defuse and build trust

Practice & Application

  • Breakout group exercises: analyzing and responding to tough scenarios
  • Role-play: active listening and redirecting tense conversations
  • “Step into the customer’s shoes” reflection activity

Every participant will leave with practical experience and a set of go-to strategies they can use immediately in their customer-facing role.

Takeaways

  • Increased confidence in handling conflict
  • Improved communication under pressure
  • Better relationships with both customers and coworkers
  • Reduced stress and burnout in high-emotion situations

This course can be customized for your team and delivered on-site or virtually to fit your schedule.

All training can be customized to fit client’s needs and delivered according to client’s work schedule.

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Why choose Elite?

At Elite Training of Louisiana, we believe in delivering training that truly transforms. Our courses are crafted by experts who tailor our materials and information to your unique needs, ensuring a practical and impactful learning experience. We go beyond traditional methods, using interactive techniques that engage participants and drive real results. With our proven track record and commitment to excellence, you can trust us to elevate your team’s skills and performance. Choose Elite for training that makes a difference.

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Our goal is to help our customers improve their bottom line and boost team member performance through skill and knowledge development. We are eager to travel with you on the journey to developing a capable workforce who achieves and maintains peak performance.

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