Customer Service

Helping Difficult Customers (2 Day) - Virtual or In-person


There is an increasing concern in today’s workforce over customers who are perceived to be rude, distrustful, and at times overly aggressive and potentially dangerous. Often these attitudes are the result of some internal or external factors and are often inaccurate assumptions due to cultural or style differences can lead to misperception and conflict. This can lead to misperception and conflict.


This course focuses on learning how to distinguish between someone who is truly a difficult customer verses someone who is perceived as difficult as a result of issues around misperception of cultural differences. You will identify their own definitions of conflict and determine what makes a customer difficult for them.


This course will explore styles and behaviors of difficult people and those areas that are most critical to being effective with customers or co-workers: communication styles, value differences, and needs or job constraints. You will receive information, have opportunities to increase personal awareness, and learn tools that can be used to improve effectiveness with clients.

Performance Objectives: Upon completion of this course you should be able to:

  • Determine why clients can be perceived as difficult.
  • Understand how both perception and stereo types impact interpersonal effectiveness.
  • Learn styles and behaviors of difficult people.
  • Identify how to determine when a customer is difficult or when the difficulty is a result of differences in values and communication.

Competencies covered in this course: Communication, Customer Service

    Intended Audience: Public sector employees

    Virtually Led Trainings: If you’re registering for a virtual training, the classroom link and materials will be sent to you separately within 1-2 business days before the scheduled class date.

    Scheduled Class Location and Dates
    City / Facility Date and Time Course Cost Cancel Date Instructor
    1 Virtual

    Virtual Training
    • Feb 24 2021 8:00am-4:30pm
    • Feb 25 2021 8:00am-4:30pm
    $230.00 Sun, 02/07/2021 - 16:00 Paul Figueroa
    2 Virtual

    Virtual Training
    • May 10 2021 8:00am-4:30pm
    • May 11 2021 8:00am-4:30pm
    $230.00 Wed, 04/21/2021 - 17:00 Paul Figueroa