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Guide to Handling Difficult Customers

Booklet, Glancer, Leader’s Guide, Quiz, and Certificates

Guide to Handling Difficult Customers

Each pack includes
10 booklets, 10 glancers, one leader’s guide, and online content.

Table of Contents


Booklet Sample

Leader’s Guide Sample



Healthcare Edition


It’s happened to every customer service rep. They answer the phone or say hello and the customer seems angry or upset right from the start. It’s easy to fall into the trap of taking things personally and becoming defensive, angry or intractable in response.

Now, you can help your reps turn those customers around with this five part training tool.

Training Guides

The Guide to Handling Difficult Customers takes readers through seven steps to transform a dissatisfied customer into a satisfied, loyal, long-term customer who knows your company can be counted on.

It includes information your reps can use to understand why customers become angry or upset; techniques to calm customers and remain calm themselves; detailed complaint handling techniques including key words and phrases; plus an important section on how to recover from a difficult call and get ready to give the next caller first-class service.

To learn more, read the sample section, Keep difficult customers in perspective. You’ll see how much useful, skill-building information is packed into this practical guide.

Guide to Handling Difficult Customers is provided in packages of 10. You’ll have a copy for each of your reps so that everyone benefits from its powerful message. You’ll also receive a leader’s guide and links to download the Quiz and Certificates for your group.


Your package also includes 10 Glancers. Just peel and stick these colorful Glancers to computer monitors or dividers for a handy reminder of the important lessons learned in the guide. Reps will “glance” up to be sure they have covered all of the important elements of the call and to refresh their memory with key words and phrases.

Leader’s Guide

Your leader’s guide will show you how to conduct training exercises based on the material in the student booklets. You’ll receive sample dialog, activities, and tips to engage everyone on your team.

To learn more, read the sample section.

Certificates of Completion

Use these certificates to acknowledge significant learning and development, and to provide motivation to put new skills into action.

Certificates may be downloaded, personalized, and printed.


A brief quiz is included to ensure that students have retained the most important information and are ready to put it into action.

Quizzes may be downloaded, personalized, and printed.

Table of Contents

  1. Keep difficult customers in perspective

  2. Why do customers become angry or upset?

  3. Good reasons to get good at handling difficult customers

  4. Help the customer calm down

  5. Resolve the problem

  6. End the difficult call gracefully

  7. Stay calm yourself

Your Guarantee of Satisfaction

Guide to Handling Difficult Customers is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund.

About the Publisher

The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training guides, DVDs, and Customer Service Week celebration materials.


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Customer Service Group
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Telephone: (973) 265-2300, Fax: (973) 402-6056
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Dealing with the Irate Customer