Dealing with Difficult Customers: Bring the Temperature Down
Included with TrainMeUK — no separate course purchase required.
Understand why people get angry, de-escalate with words and body language, tell frustration from abuse, and keep yourself and others safe.
- Assign to
- Customer-facing staff
- Duration
- 25 minutes
- Evidence
- 10-question quiz
- Your version
- Editable
What they will be able to do
- Recognise what usually sits behind a customer’s anger.
- Use words, tone and body language that bring the temperature down.
- Tell frustration from abuse or threat.
- Know when to step away and get help.
The course
- 01Why people get angry
- 02Bringing it down
- 03When it crosses a line
The decision they practise
In “Mr Hale and the damp flat”, a face-to-face conversation, learners practise what to say and do when the other person pushes back. The wrong options are things a well-meaning person might genuinely say, and the feedback explains why each one is tempting. Short animations show “How anger builds”; and “Hot words, cool words”.
How you know they finished
The 10-question quiz mixes multiple choice, matching and sequencing questions and returns to the opening story.
Roll it out with
Relevant legislation and guidance
The course draws on these. Which ones apply depends on the organisation and the role. Finishing the course is a training record.
- Equality Act 2010
- Health and Safety at Work etc. Act 1974
How this course is built
Interactive activity
Learners practise the decision in the course, including what to say when someone pushes back.
Edit it in the builder
On Growth and above, adapt the scenarios and wording to your own workplace, policies and reporting procedures.
A record they finished
The 10-question quiz closes the course, so you can show who completed it.
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