Handling Angry, Hostile and Abusive Customers

Do your customers shout at you? Do you feel like shouting back? Anyone who works in a front-line customer service position has, at some time, had to deal with exceptionally challenging customers. This illuminating workshop gives you practical tips and techniques to deal with these situations in a calm, assertive way.

Through discussions, case studies and role plays, you will learn why people react in anger; how to manage your own reactions and how to handle those of your customers.

Who should attend?

Customer Service Professionals who need to build confidence in dealing with extremely challenging customers.


Better understand your customers’ anger and your own reactions

Know how to diffuse angry confrontations

Feel more confident in dealing with extremely challenging customers

Learning Objectives

Analyse difficult situations to handle them more appropriately

Learn ways to calm down and think straight

Discover a range of strategies to be more assertive with extremely challenging customers

Course Outline

Understanding Angry Reactions

• Thinking about your own anger triggers

• Discovering the root cause of anger

• Understanding others’ anger triggers

Anger, Rage or Fury?

• The early stages of anger

• The anger escalator

• Reading body language of people on the anger escalator

Going Down the Escalator

• Dealing with your own emotions

• Handling agitated customers in the early stages

• Calming angry customers

• Showing real empathy

Refusing Angry Customers

• Structuring a refusal

• Explaining policy using assertive techniques

• Mind your language

• Role plays

Handling Challenging Customer Complaints 

What not to say

Structuring a reply

Role plays

Out of control – Dealing with Hostile and Abusive Customers

• Identifying hostile and abusive customers

• Dealing with hostile bait

• Using questions to re-focus

• Handling personal criticism 

• Role plays

Course Information

Public Training Dates 2016
July 28-29 September 13-14 November 28-29
Public Training Dates 2017
January 16-17 March 2-3

Length: 2 days, 9.00 a.m. to 5.00 p.m.

Venue: Professional Development Centre, Toa Payoh

Maximum group size: 16

Course Fees: $908.43 (including GST)