Dealing with Difficult Situations – Classroom or Live Virtual Classroom

Hamilton Mercer
Course summary
One Day (Classroom and Live Virtual)
199 - 295 GBP excl. VAT
Professional Training
Next available date: 10/11/2021 09:30 - Online courses
Course Dates
Online courses
199 GBP

Online courses
199 GBP

Online courses
199 GBP

295 GBP

Course description

Dealing with Difficult Situations – Classroom or Live Virtual Classroom

Do you always remain cool in even challenging situations? And guide a difficult interaction to a happy outcome that reflects well on your organisation?

Hamilton Mercer’s Dealing with Difficult Customers and Situations Course reveals how self-awareness and self-control are vitally important when it comes to dealing with difficult situations and complaints. Then it teaches invaluable techniques on how to keep calm and focused on the important goal of working towards a win-win outcome that keeps everyone happy.

Suitability - Who should attend?

Hamilton Mercer’s Dealing with Difficult Situations Course is suitable for anyone dealing with difficult external or internal customer situations face to face, on the phone, or via email or letter. Staff who regularly manage complaints will find the course particularly useful.

Training Course Content

  • Introduction to Dealing with Difficult Customers/Situations
  • Identifying ‘Trigger Points’ That Cause Unnecessary Escalations
  • Coping with ‘Red Flag’ Moments
  • Conditioning Behavioural Interpretations
  • Understanding ‘Fight or Flight’
  • Advanced Listening Skills (S.I.F.T. Method™)
  • Responding Appropriately
  • Saying ‘No’ Proactively & Delivering Bad News
  • Giving Feedback Diplomatically (Third Party Context™)
  • Managing Confrontations in Public
  • Handling Rambling / Talkative Customers
  • Confronting Inappropriate, Abusive or Intimidating Behaviour Assertively

Learning Outcomes

  • Discover the principles of dealing with difficult customers/ situations
  • Understand the psychology of aggressive customers
  • How to avoid escalating a negative interaction
  • Develop excellent listening skills
  • Learn how to respond appropriately in any interaction
  • Handle public confrontations
  • Carefully guide rambling and talkative customers
  • Saying no to abuse and intimidation assertively

Why choose Hamilton Mercer

UK's leading provider of Customer Service and Personal Development learning

Over 100,000 learners trained

Formed in 2007


The cost for the 1 Day Live Virtual Classroom course is £199 + VAT per learner.

The cost for the 1 Day Classroom course is £275 + VAT per learner.

Multiple booking discounts are available along with discount for charities.

Tailored Training

Hamilton Mercer deliver this course at your premises or Live Virtual (Zoom or Microsoft Teams) , we will tailor the content to meet your organisation’s needs. Please get in touch for a quote.

About provider

Hamilton Mercer

We’re a leading UK provider of Customer Service Training and Personal Development Courses. We have a passion for inspiring excellence through learning, and a reputation for delivering measurable results. We offer live virtual courses in 90min and 3 hour formats...

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Contact info

Hamilton Mercer

20 Mercer Street
WC2H 9HD London

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Average rating 4.8

Based on 109 reviews.

Believe Housing, Customer Experience Advisor
Caroline was brilliant very welcoming and friendly. She was very informative and explained everything and I found the course very useful and I know I will be able to use a lot of the techniques moving forward to better handle situations .
Believe Housing, Customer Experience Manager
Course content was excellent and very relevant to our requirements. Caroline was brilliant and delivered the subjects clearly and concisely and was obviously very knowledgeable.
Believe Housing, Customer Experience Advisor
I really enjoyed how the session was interactive with other members of the team. The trainer was positive and interesting to listen to. It gave me lots to think about and take away so that i can work on changing how i speak to customers
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