Handling Difficult Customers and Situations

How to prevent and resolve difficult situations with customers

Tue 20 Feb 2018 9:30am - 4:30pm London
CCT Venues Barbican

CCT Venues Barbican


  Aldersgate House, 135-137 Aldersgate Street, London EC1A 4JA


  0207 776 4794

Located next door to Barbican tube station.  


Exit Barbican tube station and turn right.  Barbican CCT Venues is located next door but 1 to the tube station, on the corner of the road.  Download full details here.


There is an NCP car park only minutes away on Aldersgate Street near the Museum of London roundabout, which charges £3.50 per hour or £21 for  a full day.

There is an NCP car park  minutes away on Aldersgate Street near the Museum of London roundabout, which charges £3.50 per hour or £21 for a full day.


The closest hotels are:

Citadines Aparthotel, Barbican (3 minute walk on the same road).

Malmaison (4 minute walk)

Rookery Hote (5 minute walk)


*Two delegates £460.00 per delegate.


We all do our absolute best to delight our customers and clients.  But even with the best products, services and processes, there will be times when things go wrong and the relationship with the customer becomes difficult. 

Delivering bad news to a valued client, resolving misunderstandings or working through a personality clash can be very challenging.  Sometimes there are customers we just don't "click" with.

It is possible to communicate confidently and openly with customers, even when the customer or situation is difficult.

Clear and effective communication looks different and means different things to different people - because we all have different ways we like to receive information.   Understanding these differences will enable you to communicate well with anyone, turning difficult situations into opportunities to build trusting relationships.

What you'll learn

  • Why the customer -  supplier relationship differs from other working relationships
  • Why open, constructive communication is vital to repairing and maintaining productive customer relationships
  • How to understand communication styles- yours and your clients
  • How to adapt your default style so you can communicate effectively with anyone
  • How to communicate well when there is conflict or disappointing news to impart
  • What to do when things go wrong
  • Practical steps for building the best possible client/customer relationships

Who is it for?

Anyone who manages customer or client relationships.  Consultants, Salespeople, Sales Managers, Project and Programme Managers

Don't want to book right now?  Remind me about this event

Your facilitator

Dana James-Edwards

One of Dana's favourite places in the world to be is in a training room. She's passionate about creating the best environment and experience for learners so that key messages and actions make it from the classroom to the workplace and result in real change. 

Dana has spent over 10 years working in Learning & Development. Her background in Professional Services and Consultancy has given her a behind the scenes look at a wide range of organisations in both the public and private sectors. Her experience has given her unique insight into what spurs individual development and makes successful managers and leaders. 

Dana is also an MBTI Certified Professional and loves looking at the role psychometrics and personality plays in team dynamics.

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