Training Cheat Sheet – Handling Difficult Customers

Dealing with difficult customers over the phone is one of the toughest challenges in any contact centre. It takes skill, patience, and the right training to turn high-pressure interactions into positive outcomes.

That’s why we’ve created the first resource in our new training series: a comprehensive cheat sheet on “Handling Difficult Customers”, kindly supplied by Rob Wilkinson.

This cheat sheet covers essential techniques, including how to calm frustrated customers, manage objections, handle difficult calls professionally, and present solutions in a positive, constructive way. It also highlights how to leave a lasting positive impression, even in the most challenging situations.

The cheat sheet comes in a fully customisable Microsoft Word format, making it easy to adapt for your team’s specific needs.

It’s designed as a hands-on training tool to strengthen your agents’ confidence and skills, while helping your contact centre deliver exceptional service.

Printable – Training Cheat Sheet – Handling Difficult Customers

Do you want to download this to share with your team?

Get your free download of the Training Cheat Sheet – Handling Difficult Customers now:

If you want more cheat sheets you can use in your contact centre, take a look at these additional resources:

• Effective Questioning
• Emotional Intelligence
• Closing Techniques
• Effective Sales Questioning
• Handling Customer Objections
• Building Great Rapport
• Coaching
• Creating Advocates
• Influence
• Managing Performance
• Motivating Teams

Reviewed by: Hannah Swankie