Dealing with Challenging People / Situations
Summary
- CPD Certification - Free
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Location & dates
End date: 17/06/2025
Additional info: 9.15am - 4.30pm
Covent Garden
London
WC2H9HD
United Kingdom
End date: 24/09/2025
Additional info: 9.15am - 4.30pm
Covent Garden
London
WC2H9HD
United Kingdom
Overview
To handle difficult customers or situations successfully, you must take the other person’s perception into account. The customer might not always be factually correct, but their perception is always their reality.
Self-awareness and self-control are vital when it comes to dealing with difficult customers/situations. This course will teach you how to remain cool, calm and focussed on the goal of working towards a win-win outcome for everyone concerned.
Certificates
CPD Certification
Hard copy certificate - Included
This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.
Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.
CPD
Description
By attending this Dealing with Challenging People / Situations course you will learn:
- How to react to difficult customers
- How to identify the customer’s emotional and practical needs
- Advanced listening skills
- How to manage customer expectations
- How to defuse emotionally charged situations
- How to remain calm and think clearly under pressure
- How to identify the correct approach to take in any difficult situation
- How to maintain your credibility and preserve your organisation’s reputation by taking a proactive approach to finding credible solutions
Key points about Hamilton Mercer’s scheduled courses:
- Attendance on this course is limited to a maximum of eight learners, so you can be sure of receiving personal attention and opportunities to work one-to-one with the trainer
- Attendees complete a Pre-Course Questionnaire prior to attending the course, so we can identify your unique learning needs and provide you with a highly personalised experience
- You will receive a Personal Development Plan to complete during the course to map your progress and help embed your new skills
- You will be awarded a certificate of training on the day of the training
Who is this course for?
- Anyone who is required to deal with difficult customer situations face to face, by email or on the phone
- People whose role requires them to handle complaints
Requirements
Learners do not require any prior qualifications to enrol on this Dealing with Challenging People / Situations Course.
Career path
The knowledge you will gain on this Dealing with Challenging People / Situations course will help you to:
- Improve your ability to succeed in customer-facing roles
- Improve your ability to handle challenging situations with internal and external customers
- Set a positive example to colleagues
- Stand out from the competition when applying for a new job or internal promotion
Questions and answers
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Provider
About Hamilton Mercer
Hamilton Mercer is a leading provider of customer service and personal development training.
We help organisations and individuals to develop their skills, enhance their knowledge and realise their potential by inspiring excellence through learning.
Our training centres are located in London's Covent Garden, Manchester's Deansgate and Birmingham's Temple Row.
What makes us different?
Our expert Learning Consultants don’t just present you with a tick list of the things you need to do. We make a genuine connection to understand your goals and motivations. Before training even begins we take the time to uncover your learning objectives and needs, allowing us to deliver a truly personalised experience that meets your unique requirements.
Our expert Learning Consultants have a deep knowledge of learning psychology and theory, allowing them to motivate and inspire. We bring our learning to life so you can get the most from it.
Our mission
Our mission is to inspire organisations and individuals to raise their standards and reach their goals by sharing our philosophy of excellent service.
We aim to be the go-to company for people who want to raise performance levels and results, whether their own or those of their employees.
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Legal information
This course is advertised on Reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.
