Module 10: Dealing with Irate Customers



Dealing with irate, difficult or upset customers can be one of the most challenging aspects of the workplace. However, there are a number of methods which can help staff deal with these difficult situations. The purpose of this course is to provide participants with the tools necessary to handle these difficult situations. This course provides practical advice on how to prevent conflict and how to minimise the ill effects of irate customers.


To gain the skills necessary to manage irate customers effectively.


At the end of this module participants will be able to:

  • Know the true cost of irate customers
  • Know why customers get upset
  • Know what behaviours can cause situations to escalate
  • Know what irate customers want
  • To calm irate customers
  • To manage irate customers effectively
  • Know what to do if an irate customer gets aggressive


  • The True Price of Irate Customers
  • Why Irate Customers get Upset
  • What Do Irate Customers Really Want?
  • Managing Irate Customers Effectively
  • Handling Aggressive Irate Customers

Course Includes:

  • Printable Participant Handouts
  • Slideshow Presentation
  • Leader's Notes
  • Activities

Duration: Two Hours
Extendibility: N/A

Package Type: Electronic File/CD Rom
Licence: In House

Select Email Delievery for free delivery within 24 hours via email!

Sample Documents:*

Presentation Leader's Notes Course Handouts

*Sample documents are an indication of the training matarial provided, are not complete and maybe a sample of another topic in the range.

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  • 12 Units in Stock
  • Manufactured by: Griffin Training

This product was added to our catalog on Wednesday 29 October, 2008.

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