How to Handle Difficult Customers Training Kit

Training Facilitator Kit


Everything You Need for a Handling Difficult Customers with More Ease 

Get your training materials now and equip your employees to deal with difficult customers with more ease and effectiveness.

Here’s what’s included:

  • 11 pre-written training modules
  • Reproducible comprehensive participant workbook that drives home key points and serves as a reference point long after the training is over.
  • High-impact PowerPoint presentation that you can use as is or customize with your logo and specific examples.
  • Detailed trainer’s notes to help you quickly get ready to train.
  • Supplemental worksheets that assure employees have a solid grasp on key points.
  • Certificate for a free consultation with Myra Golden – Consult with Myra about the philosophy, objectives or delivery of this training program before you deliver it!
  • Delivered digitally so that you’ll have this entire training system at your finger tips in minutes!
  • Howto Hints on delivering a measurably effective training.


How to Handle Difficult Customer

Using the powerful martial art Aikido as a benchmark, employees gain strategies, tactics and psychological insights for dealing with demanding, irate and unreasonable customers. Your employees will learn to redirect angry and difficult customers rather than opposing them head-on. By the end of this training, your people will have a field-tested strategy for blending with the energy of difficult customers and completely redirect behavior.

Course outline:

  • How to strategically encourage calm with angry or aggressive customers
  • Ignoring the customer’s expression of anger find out why you MUST assertively acknowledge your customer’s anger
  • Why you cannot rationalize or negotiate with an angry customer
  • Why force can never meet force (serenity and maturity, not power and punches)
  • The importance of identifying and neutralizing your own hot buttons
  • Why reducing choice, sounding formal, and causing a sense of helplessness will always arouse resentment in customers
  • Exactly how to handle the customer who demands to speak to a manager

View a sample training module from this course:

How to Handle Difficult Customers Sample Module

Module Outline

MODULE 1: Introduction & Icebreaker

MODULE 2: Hostile Interaction Essentials

MODULE 3: 4 Things to Never Do with an Upset Customer

MODULE 4: Hot Buttons


MODULE 5: Power of Perceptions

MODULE 6: Conversation Control

MODULE 7: Supportive versus Provoking language

MODULE 8: Ask 3 Closed-ended Questions

MODULE 9: How to Say No without Causing Resentment

MODULE 10: Verbal Aikido

MODULE 11: Action Commitment and Close

View a sample training module from this course:

How to Handle Difficult Customers Sample Module

All Kits Use Myra’s Proven Engagement Method, as Described In the Video Below

You can download your “How to Handle Difficult Customers” Training Kit right now. Your Training Kit is just $99. Purchase now.