Serving Difficult and Demanding Customers Virtual Classroom Training

Taming the Tank: Skills for Handling Tough Customers and Difficult Interactions

Available Formats

  • Virtual Classroom Course

Course Outcomes

This web-based customer service course focused on skills for handling difficult interactions will:

  • Explain why customers can be difficult.
  • Introduce a de-escalation model.
  • Highlight trigger words and phrases.
  • Suggest communication techniques for calming upset customers.

Course Overview

Difficult service situations are something few service providers look forward to addressing. Yet most people working with others will eventually encounter someone who is unhappy for some reason. Based on our onsite program, Service Survival: Tactics for Dealing with Difficult or Demanding Customers, this course shares the highlights from that curriculum. Participants will explore the reasons customers become upset, practice rapport building, discuss communication styles, review trigger words, work through a de-escalation model, and talk about strategies for managing stress.

Program Objectives

At this program’s conclusion, participants should be able to:

  • Explain why customers get upset.
  • Quickly build rapport.
  • Adapt to different communication styles.
  • Choose appropriate language.
  • Listen to customers.
  • Communicate with tough customers.
  • Manage stress.

Program Modules

  • Sharks in the Tank: What Makes Service Difficult
  • The Right PH: Rapport Building Techniques
  • The Other Fish: Communication Styles
  • The Filter: Trigger Words and Phrases
  • Catfish, Snail, and Crabs: Difficult People Case Studies
  • Just Keep Swimming: Handling the Hard Days

By the end of this web-based program, participants should have a firm grasp on the fundamental skills they can leverage to de-escalate difficult situations and calm unhappy customers.

Virtual Classroom Training Course Reminders

Our virtual classroom training courses are available to private groups.  They are not offered in a public webinar format.  Please contact us to speak with a facilitator about your needs and whether web-based training is appropriate for your group.

  • For virtual classroom courses, we use Adobe Connect as the primary course delivery system.
  • We record each session and will provide you with access for up to 30 days following a session.
  • Programs work best if each participant has access to a keyboard, microphone, and webcam.
  • Following best practices in adult learning, virtual classroom sessions run between 90 minutes and two hours.
  • Virtual classroom courses are prices by segment.  For additional information about pricing, please download our training rate sheet.
  • Please run an Adobe Connect Diagnostic Test to ensure your computer and network connections are configured to give you the best possible virtual classroom experience.

Questions This Page Answers About Web-Based Coping Skills Training for Handling Difficult Customers

  • Who offers a web-based communication skills course targeted to customer service professionals?
  • Where can I find a communication skills webinar for my customer service team?
  • Who offers instructor-led communication skills training focused on customer service?


Virtual Training Workshops