Dealing with Difficult or Hostile Customers (English) (1 hour)

Dealing with Difficult or Hostile Customers (English) (1 hour)
Provides overview of stresses and pressures when dealing with customers who are volatile or hostile.





Disponible en français


Dealing with the general public on a daily basis normally involves minimum stress. However, there may be times when customer or client concerns escalate into a stressful or potentially explosive situation, for both the staff and the customer.

Learn how to use verbal, vocal and non-verbal techniques to diffuse stressful situations when dealing with difficult customers.

This course provides workers with an overview of the stresses and pressures that exist when dealing with customers who are volatile and/or hostile. Participants will develop a broad skill set to cope with these situations and will also learn practical communication and coping techniques to handle the situation and enhance personal performance.

Video clips are included to illustrate key concepts, while quizzes throughout help to measure and encourage learning. Note that the course does not cover robbery or physical assault. These topics are addressed in the Dealing with Robbery e-course.

Topics include

  • Assessing customers
  • Human communication techniques
  • Verbal, vocal and non-verbal techniques
  • Communication skills
  • Building rapport
  • Coping techniques

Upon completion of this course you will be able to

  • Recognize hostile situations, and customer or client issues
  • Use communication zones
  • Understand rapport building techniques and the role of positive communication
  • Control your own communications and stress responses to hostile customers and clients

Average time to complete this course is approximately one hour.

Target Audience

This course is recommended for workers who deal with members of the public on a regular basis. Managers and supervisors, as well as other workers who may encounter similar situations, even within the workplace, will also benefit from this course.

Delivery Method

This course is delivered as an on-line e-learning course. All you need is a computer, access to the Internet - and you are ready to go! This e-learning course is designed to help you learn at your own pace and in your own environment at your own convenience.

During checkout, you can choose to register as a single learner or select a multiple learner license. With a multiple learner license you will act as an administrator and add learners from your company. See the tabs above for additional information.

Also available in French.

Content for this course was developed by the Canadian Centre for Occupational Health and Safety (CCOHS), and reviewed by labour, employer and government representatives to ensure a balanced perspective.

  • eCourse Volume Discount

    The cost is based on the total number of seats purchased. Multi-seat pricing is based on the single user seat price with the following volume discounts applied:

    Total Seats Discount
    100 - 499 25%
    500 - 999 50%
    1000+ 80%



    Réductions pour volume sur les cours en ligne.

    Le coût est fondé sur le nombre total de droits de participation achetés. Le coût par participant pour une licence multiparticipant est calculé en appliquant les réductions pour volume suivantes au coût de participation individuelle :

    Nombre total de participants Réduction
    100 à 499 25 %
    500 à 999 50 %
    1 000 et plus 80 %

Comment traiter avec des clients difficiles ou hostiles (français) (1 heure)

Comment traiter avec des clients difficiles ou hostiles (français) (1 heure)

Ce cours présente une vue d'ensemble des sources de stress et de pression lors des échanges avec des clients imprévisibles ou hostiles.

View Details 

Respect in the Workplace (90 minutes)

Respect in the Workplace (90 minutes)

Respect in the Workplace was developed to provide organizations, of all sizes, in any industry, with a proactive standard tool for all employees to combat bullying, abuse, harassment, discrimination, and incivility.
Respect Group works with organizations that make the commitment to Respect Certify (All Employees). By doing so every employee, as well as the organization, can promote that they are Respect Certified and work for a Respect Certified organization.
NOTE: Registration and delivery is done by Respect Group. Please see registration section.

View Details 

Respect Au Travail (1.5 heure)

Respect Au Travail (1.5 heure)

Nouveau! Respect au Travail a été développé pour fournir aux organisations de toutes tailles un outil unique permettant à votre équipe d'acquérir les compétences nécessaires pour prévenir l'intimidation, l'abus, le harcèlement et la discrimination.
Respect Group travaille avec des organisations qui s'engagent à être Certifié Respect (tous les employés). Ce faisant, chaque employé, ainsi que l'organisation, peut promouvoir qu'il est Certifié Respect et travaille pour une organisation Certifiée Respect.
NOTE: Registration and delivery is done by Respect Group. Please see registration section.

View Details