Loading Events


Unlimited available
Dealing with Difficult Customers 20 September295.00

Date and Time 

Half-day seminar: Friday 20 September


About this seminar

Front-line workers often face great challenges when dealing with customers or internal clients that can be difficult or hard to communicate with. They must do this through a very high standard of service. In the public sector, these workers are the face of State, and so this high standard is ever more essential. The well-being of those that work in the public sector is also important. In knowing how to manage stress and how to remain calm and positive, attendees can not only help keep the customer happy, but also ensure they are not negatively affected by their work.

Effective and efficient communication is key. This workshop builds skills and confidence in dealing with tough situations involving customers. Attendees are given a step-by-step guide to handling them. By exploring behaviours, by challenging your viewpoint and by learning to but calm but assertive, attendees can build their ability to help customers while maintaining organisational goals and up-keeping the reputation of the State’s departments.

Learning Outcomes

  • Among the topics discussed on the course are:

    • Being accessible: using voicemail, acknowledging letters and emails, prompt replies, informing customers of the most direct means of contact;
    • Dealing with customers in a language other than English;
    • Empathy and sensitivity, listening skills;
    • Essential telephone skills for customer service roles;
    • Giving written and verbal information;
    • Handling difficult customers and complaints calmly, assertively and effectively;
    • Making the customer feel important and valued;
    • Staying positive, handling stress, managing your reactions and emotions, and understanding behaviour; and
    • Understanding the customer’s needs.

Continuous Professional Development 

Attendees will qualify for 3 CPD points 


Course Tutor

Patricia Pleass is a professional Training Consultant with over fifteen years industry experience. She worked in the frontline for many years in the Customer Service industry and then went on to develop and deliver training courses for frontline staff.  During her career Patricia has delivered training initiatives to both public and private sector organisations including Aer Lingus, AIB, Dell and Bank of Ireland. Patricia has delivered training programmes in areas as diverse as Customer Service, Supervisory Management, Managing People, Proactive calling, Train the Trainer & Interpersonal skills.



Tailored Training

All of our open programmes can also be run on an in-house basis. For more information, see our page on In-House Training.