Abusive Customers Course

By taking this course, you will acquire the skills needed to handle challenging situations with difficult or abusive customers in a confident and effective way. You'll learn to recognize signs of customer stress and how to respond appropriately. You'll also learn when to de-escalate the situation and when it may be best to disengage.

Our course aims to provide you with a clear understanding of the steps involved in handling challenging situations with abusive customers. You'll learn how to read the situation and respond appropriately to diffuse tensions and maintain a positive customer experience.

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Membership Details

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We work with the biggest brands in Ireland including Symantec, Keelings and Vodafone but don't just take our word for it.

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Why work with DCM?

We work with the biggest brands in Ireland including Ericsson, Coca Cola & Google, so you can have confidence in our ability to deliver excellent training programmes for your team or your business.

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What is covered in this course?

This course aims to teach you the specific steps involved in effectively dealing with abusive customers.

Understanding abusive customer behaviour

Recognize different types of abusive customer behaviour
Reasons why customers may become abusive
The impact that such behaviour can have on customer service

De-escalation techniques

Participants will learn de-escalation techniques and strategies
Techniques for managing emotions, addressing complaints, and finding common ground

Role-playing and scenario-based exercises

Participants will have the opportunity to practice their skills and apply what they have learned through role-playing and scenario-based exercises
This will simulate challenging customer service situations and allow participants to develop their confidence and competence in handling difficult customers

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Founded in Dublin, DCM Learning is fast becoming recognised as a leading training organisation. We work closely with industry to define the skills and qualifications required to thrive.

At our core, we believe people learn best by doing. We design fun, powerful experiences that have a profound and lasting impact on people and their careers, inspiring new ways of thinking, building critical capabilities and unleashing business success. We empower you to learn from fresh, high-quality content on the skills that matter, taught by leading experts.

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We work with small and large companies, individuals, Government Agencies, Universities and blue-chip companies such as Keelings, Google, Zendesk, Novartis, IBM and Symantec, so you can have confidence in our ability to deliver the results you want to achieve.