Dealing with difficult customers

Equip your team with the core skills to manage challenging situations

Explore how our dealing with difficult customers programme helps frontline employees build skills and tactics to respond to challenging situations while maintaining a great customer experience.

Find out more

Resources to access anytime

3 modules to pick and choose from

Online reinforcement

Managing difficult customers training

A learning experience designed to give employees additional skills to manage challenging situations

Difficult customers have always been a challenge but recently, frontline employees have increasingly had to deal with upset, angry and sometimes downright abusive customers. Our programme provides employees with limitless access to the tools and knowledge they need to manage these customers and their own wellbeing.

Challenge employees to think about what they could do differently
Provide ways for employees to access tools ‘in the moment’ when they need them
Become aware of the traps many people fall into when dealing with difficult situations

Learning modules

Build skills at scale

Managing you

Managing your self talk
Managing your defensiveness (red and green behaviours)
Watching your responses / looking the part (watching tone, words and body language)

Interactive elements

How our brains work , empathy and feelings
Listening
Questioning
Solving problems and apologising
De-escalation

Managing onwards

Thriving
Staying motivated
Staying calm and taking care

What’s included

Resources to access anytime, anywhere

Our ready made dealing with difficult customers programme can be customised and is designed to be flexible so you can pick and choose the modules and material that are relevant to your context. Each module comes with:

Face-to-face workshops

Guides

Online workshops

Infographics

Animations

E-learning modules

Online reinforcement Q&As

Explore our customer stories

How retail giant, Briscoe Group, completely re-engineered its training approach in less than 6 months.

How Chorus used the Talent Potential Solution to streamline their talent identification process

Coles’ Learning and Development team needed to move their existing learning content to a blended learning format

A transformation programme that raised the leadership and management capability of their managers, embed Transpower’s behaviours, and raised performance across the organisation.

A transformative leadership programme designed to empower women across 11 Pacific Island countries.

We worked with DFI Retail to deliver business critical knowledge quickly by implementing the Axonify platform to their 66,000 employees.

With a new approach to onboarding and training, Capability Group & Axonify partnered with Grab to reduce its driver activation time from 2 days to 75 minutes.

An engaging onboarding programme focused on essential skills, knowledge, and behaviour to onboard over 800 new hires every year for their six contact centres in India, the Philippines and Australia.

We partnered with Taituarā to bring the Accelerated Leadership Programme to every Council across every region in NZ.