Working With Angry and Upset Customers

Buy our ready for use training package to run your own one day training course. Just add your own branding and tweak where necessary.

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A complete, ready to use,  one-day training program to run in house or for your own clients.

We know how long it takes to develop your own courses from research to design and development. So we've done it for you saving you weeks of work.

We provide everything you need to deliver your own programme immediately. Just add the trainer, participants and the venue and you're ready to go.

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Who This Package Is Designed For

We'll tell you more about who the target audience for the course itself is, further on down the page. But for now this is who the package is designed for.

This comprehensive package is designed for anyone that is responsible for delivering employee training programs and wants to save money by reducing their course development costs.

If you are a training manager, HR manager, team leader, consultant, trainer, workshop facilitator, corporate coach or similar, then this package is for you.

Buying this package benefits you because...

  • You save considerable development costs
  • You can be running a fully tested workshop within days not months
  • You can edit everything to tweak the course for your local needs and add additional components
  • There are no ongoing license fees
  • You can quickly offer a new course for employees or clients
  • You get fresh ideas, insights and ways of delivering engaging sessions

What are the main features of the training course materials?

  • Our comprehensive package contains all you need to deliver a course
  • Your right to customise, edit and modify the content as you want
  • Mix and match the source material with your own content
  • Print-on-Demand ready
  • Unlimited reprinting rights
  • Unlimited number of users
  • Receive all source files in Office 2010/2007 & 2003
  • Stylish design makes these courses stand out from the competition
  • Easily explain complex topics using elegant posters, illustrations, graphs and diagrams included
  • Buy and download in minutes for rapid delivery

Buy the Package. Boost Your Budget.

Everyone wins when you buy ready-for-use courses. You, your budget, your organisation, your trainer and your target audience.

What You Receive in Your Package

A comprehensive package of all the source files you need, ready for use. You can brand the materials and tweak to suit your needs.

Easy to Follow Tutor Guide

We have delivered this progam live ourselves, hundreds of times. Our tutor guide provides extensive details on everything the tutor needs to know.

Editable Source Documents

Every file is supplied in either Word, PowerPoint or Excel format so that you can edit the document wherever you need.

Easy to Use Participant Workbook

Source files for printing your own participant workbooks.

Supporting Visuals

These include slide decks and posters to bring your classroom to life with stunning visuals relevant to the course topics.

Course Route Map

We provide a Course overview document that maps out the learning path. A useful tool for the tutor when planning and running the workshop.

Rich Activity Materials

All the activity materials are supplied so there's no need to design anything. Simply print off however many you need. They are all ready for use.

Full Support Provided

We provide full support to answer any questions or deeper instructions and advice you might need in using the package.

Who the Target Audience Is

OK so now you know who the package is designed for, here's who the course is aimed at.

The course is designed for all customer facing staff who need to develop their skills so they can handle angry, upset and challenging customers.

Course Overview

This five module course lets you mix and match the content, drop activites out and add your own where and if necessary.

Hundreds of participants have been through this course within our own clients's organisations allowing us to tune the activities so they deliver the optimum learning every time. 

This course is designed for the full involvement of every participant through the use of:

  • Interactive team activities

  • Skills practice sessions

  • Group discussions

  • Personal reflection

  • Theory input

Key Learning Objectives of the Course

At the end of this course delegates will be able to:

  • Understand the concept of emotional and tangible customer expectations and why customers complain

  • Effectively communicate with a customer who has a complaint

  • Manage the interaction between themselves and a complaining customer

  • Demonstrate the use of skills within the LEAPSS model

  • Work with an angry customer in a manner that builds customer trust and maintains the relationship

  • Work with challenging situations professionally and calmly

  • Treat complaints as an opportunity to improve and to maintain or improve customer loyalty

  • Control their own responses and emotions in order to keep their interactions adult-like and productive

  • Guide the customer's attention toward solving the problem together

  • Use positive language within their customer interactions and encourage the customer to make small decisions

MODULE 0 - Opening the Course 

In this module the focus is on the welcome and introductions as well as course overview and a course contract between group members and the tutor on what is needed to make the course a great success.

MODULE 1 - Working With v Handling the Angry Customer

This module covers understanding how angry customer situations can make you feel, how people respond and how to deal with your own emotions and those of the customer. Participants learn about the physiological changes that take place during anger and the fight, flight or freeze response.

They will also learn about the difference between “working with the customer” and “handling the customer” and what this means in terms of  required behaviour.

They also get a chance to identify the behaviours and approaches that employees have experienced that work that can be shared with each other.

MODULE 2 - Things To Avoid

This module covers the behaviours and approaches that should be avoided when working with the customer in order to avoid making the situation worse.

Learning is based partly on participants sharing their own experiences of what backfired as well as tutor input explaining why such approaches or behaviours are unhelpful.

MODULE 3 - Diffusing the Situation and Working with Angry -Customers Skills Practice

Participants learn the key steps to take in working within a difficult customer situation, particularly when customers get angry.

The module includes skills practice sessions for working with an angry customer face to face as well as tips for working with customers over the phone.


MODULE 4 - Learning Logs, Action Plans and Course Contract Review

Participants get a chance to review their learning, complete a personal learning log, develop an action plan and to give immediate feedback about the course using the course contract.



Can I mix and match the contents? Absolutely. Rearrange the content. Add your own sessions. Tweak it for your local needs.

Can I contact you with questions about the content? Certainly. If you need to run something by us before you buy or before you run an activity, just give us a call.

Do I have to renew the license? No way! You only pay once and you can use it as many times as you like.

Can I resell your package? No you can't resell the package as a package or republish parts of it as digital products.


If you have a question that needs answering before you buy, call us now on +447843284310 and we'll help you out. Or email [email protected]



includes VAT

  • All supporting material in editable files for running a two day training course.
  • Unlimited support.
  • Lifetime updates.
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