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Winning Over Irate Customers

Stitt Feld Handy Group
Training overview
Professional Course
1 day
Start dates
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North America
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Course description

Winning Over Irate Customers (Public Course)

At this workshop you will learn techniques that will allow you to handle really challenging customer service situations with confidence, thus improving customer satisfaction, loyalty and company image.

It actually doesn’t “take all kinds” to make the world go around, we just happen to have them! Anyone who deals with customers, clients, complainants or members of the public will have to deal with irate, upset, confrontational and unreasonable people.

We took our years of experience dealing with disputes of all shapes and sizes, and our experience working with organizations facing significant volumes of front line customer disputes, and developed an effective, simple model for managing such disputes early and well.

At this high impact workshop for front line staff, you will learn techniques that will allow you to handle really challenging customer service situations with confidence. You will learn our easy-to-use customized seven-step model for managing customer service disputes effectively. You will experience a range of practical and interactive discussions, exercises and role plays that will give you new and effective tools for dealing with difficult conversations and people. Whether managing a problematic customer or having more productive conversations with fellow staff, this course will give you the core tools you need. You will have opportunities to practise learned skills in a variety of contexts so that the skills can become second nature.

Who should attend?

The Winning Over Irate Customers Workshop is designed specifically for people who deal with challenging people and/or tough conversations. Customer service representatives, complaints handlers, hotel staff, government clerks, administrative staff, receptionists, airline personnel, front desk staff, retail staff will all benefit from this workshop. The workshop will provide tools for managing both client/customer conversations and improving crucial conversations with coworkers and front line managers.

Course delivery details

Practical and Interactive Training

We offer intensive and interactive learning experiences for professionals and executives. You will participate in dynamic exercises and case studies. The concepts and approaches you will learn have proven successful in the real world, and can be applied immediately to your situation.


Contact us for customized training options.

Certification / Credits

Personal Benefits

  • Deliver difficult messages with confidence
  • Deal with irrational, aggressive, and unreasonable people with greater skill and less stress
  • Avoid common (but critical) mistakes in managing angry customers
  • Use our customer service model to minimize conflicts and retain satisfied customers
  • Have more productive conversations with fellow staff and managers

Organizational Benefits

  • Give your front line staff the practical tools they need to manage challenging customer conversations and complaints more effectively, with less damage to the relationship
  • Minimize unnecessary escalation of disputes
  • Minimize further financial losses by improving customer satisfaction, loyalty and company image
  • Turn difficult front line conversations into productive exchanges
  • Showcase the image of your organization as respectful and responsive to clients, while getting results that are fair to you

Why choose SFHGroup?

Over 55,000 people trained

Over 850 customized workshops delivered

University of Windsor Law School Certificate workshops

About SFHGroup

Stitt Feld Handy Group

Since 1994, more than 55,000 people have attended our public workshops to learn new approaches to resolve conflicts, negotiate better deals, communicate more effectively, improve customer service and build their ability to coach others. We also conduct practical skills-based customized...

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Contact info

Stitt Feld Handy Group

180 Duncan Mill Road
M3B1Z6 Toronto Ontario

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Average rating 5

Based on 10 reviews.

Rogers Communications, Toronto, ON, Canada
Great detail and real life experiences provided that relate to my role and personal life. This was great!
Customer Service, Goesy, Hamilton, ON, Canada
The role plays and exercises were very useful. They allowed for purposeful practice, using gained knowledge right away to feel comfortable with customer service situations.
Environmental Commission of Trinidad and Tobago, Port of Spain, Trinidad & Tobago
The workshop taught me how to look behind someone’s anger. The Instructors were very interactive with us and our views and take on situations. The exercises were well met by us and enjoyable due to the fact that the situations were real life situations being dealt with on a day-to-day basis.
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Training reviews
Course rating
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