• Enrolling Now

Handling Difficult Customers & Service Recovery

Customer-facing professionals frequently encounter challenging situations involving complaints, emotional reactions, dissatisfaction, service failures, and operational disruptions. Effective service recovery depends on communication professionalism, emotional intelligence, conflict management, and customer-focused problem-solving [...]

  • Course ID: CSX 003
  • Delivered by London Elite Training

– Course Overview

Customer-facing professionals frequently encounter challenging situations involving complaints, emotional reactions, dissatisfaction, service failures, and operational disruptions. Effective service recovery depends on communication professionalism, emotional intelligence, conflict management, and customer-focused problem-solving approaches.

The Handling Difficult Customers & Service Recovery programme equips participants with practical conflict resolution techniques, de-escalation methodologies, complaint handling frameworks, and service recovery strategies required for maintaining professionalism and customer trust.

– Learning Outcomes

By the end of this programme, participants will be able to:

  • Understand customer behaviour and service recovery principles
  • Apply de-escalation and conflict resolution methodologies effectively
  • Improve complaint handling and customer reassurance capabilities
  • Strengthen emotional intelligence and communication adaptability approaches
  • Enhance customer trust restoration and relationship recovery techniques
  • Improve problem-solving and operational response methodologies
  • Support service quality and professionalism during difficult situations effectively
  • Develop customer service recovery action plans

– Who Should Attend?

  • Customer Service Professionals
  • Frontline Support Teams
  • Customer Complaint Handlers
  • Service Supervisors and Coordinators
  • Client Support Personnel
  • Professionals managing difficult customer interactions
  • Course Outline
DAY 01
Understanding Difficult Customer Behaviour
  • Understanding customer behaviour and emotional responses
  • Causes of customer dissatisfaction and service breakdowns
  • Communication awareness and behavioural analysis methodologies
  • Emotional intelligence and customer empathy approaches
  • Service professionalism and communication accountability principles
  • Building confidence within difficult service environments effectively
  • Workshop: Difficult customer assessment exercise
DAY 02
Communication & De-escalation Techniques
  • Communication strategies for difficult customer interactions
  • Active listening and emotional reassurance methodologies
  • De-escalation and conflict management techniques
  • Managing aggressive, frustrated, and emotional customer situations professionally
  • Communication recovery and professionalism under pressure approaches
  • Maintaining service consistency and customer respect effectively
  • Exercise: De-escalation role-play workshop
DAY 03
Complaint Handling & Problem Resolution
  • Complaint handling frameworks and investigation methodologies
  • Problem-solving and customer support techniques
  • Managing operational limitations and customer expectations professionally
  • Escalation management and communication transparency principles
  • Customer reassurance and trust restoration methodologies
  • Cross-functional coordination within service recovery environments
  • Workshop: Complaint handling simulation exercise
DAY 04
Service Recovery & Customer Retention
  • Service recovery planning and customer relationship rebuilding approaches
  • Restoring customer confidence and long-term engagement strategies
  • Customer follow-up and communication continuity techniques
  • Service improvement and customer feedback methodologies
  • Managing reputation and customer perception professionally
  • Building customer loyalty following service disruptions effectively
  • Exercise: Service recovery case study workshop
DAY 05
Service Recovery Integration & Professional Development
  • Integrating communication, conflict management, and service recovery methodologies
  • Building resilient customer service practices and systems
  • Final customer service recovery simulation and presentation exercise
  • Developing customer service recovery action plans
  • Peer collaboration and professional feedback session
  • Programme evaluation and final review

Duration

  • 5 Days

In Person (Special Discount for this period only!)

  • £ 4,500
  • 3,950

Online (Special Discount for this period only!)

  • £ 2,300
  • 1,750
  • Global Locations
  • London
  • Dubai
  • Barcelona
  • Paris
  • USA
  • Online
Enroll Now

Corporate groups of 2+ are eligible for a 15% discount. Enquire here

Need personal advice?

Speak with a course consultant to see if this programme fits your career goals.

Enroll Now

Enrollment Form
Checkboxes