{"id":50130,"date":"2026-11-01T14:37:21","date_gmt":"2026-11-01T18:37:21","guid":{"rendered":"https:\/\/challenge-action.com\/formations\/how-to-manage-difficult-customers\/"},"modified":"2026-11-01T14:48:49","modified_gmt":"2026-11-01T18:48:49","slug":"how-to-manage-difficult-customers","status":"publish","type":"formations","link":"https:\/\/challenge-action.com\/en\/courses\/how-to-manage-difficult-customers\/","title":{"rendered":"How to manage difficult customers"},"content":{"rendered":"<section class=\"pca-formation-hero pca-formation-hero--has-image alignfull wp-block-acf-formation-hero\"\t\t\tstyle=\"--pca-formation-hero-image: url('https:\/\/challenge-action.com\/wp-content\/uploads\/2021\/09\/pexels-yan-krukov-7640798-768x512.jpg');\"\n\t>\n\t<div class=\"pca-formation-hero__overlay\" aria-hidden=\"true\"><\/div>\n\t<div class=\"pca-block-container pca-block-container--wide pca-formation-hero__layout\">\n\t\t<div class=\"pca-formation-hero__card\">\n\t\t\t\t\t\t\t<p class=\"pca-formation-hero__eyebrow\">Customer service<\/p>\n\t\t\t\n\t\t\t\t\t\t\t<h1 class=\"pca-formation-hero__title\">How to manage difficult customers<\/h1>\n\t\t\t\n\t\t\t\t\t\t\t<p class=\"pca-formation-hero__lead\">This online course shows you how to manage difficult customers: reduce their number through a perfect approach, then handle the most recalcitrant ones and your own stress. Take it at your own pace.<\/p>\n\t\t\t\n\t\t\t<div class=\"pca-formation-hero__editorial pca-prose pca-prose--formation-hero is-layout-flow\">\n\t\t\t\t<div class=\"acf-innerblocks-container\"><\/div>\n\t\t\t<\/div>\n\n\t\t\t<div\n\t\t\t\tclass=\"pca-formation-hero__checkout-status\"\n\t\t\t\tdata-pca-checkout-status\n\t\t\t\thidden\n\t\t\t\taria-live=\"polite\"\n\t\t\t><\/div>\n\n\t\t\t<div class=\"pca-formation-hero__actions\">\n\t\t\t\t\t\t\t\t\t<button\n\t\t\t\t\t\ttype=\"button\"\n\t\t\t\t\t\tclass=\"pca-button pca-button--primary pca-cta pca-formation-hero__buy\"\n\t\t\t\t\t\tdata-formation-id=\"50130\"\n\t\t\t\t\t>\n\t\t\t\t\t\t<span>Start the online course<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"pca-cta__price\">$65.00<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<svg class=\"pca-cta__arrow\" viewBox=\"0 0 20 20\" aria-hidden=\"true\" focusable=\"false\"><path fill=\"currentColor\" d=\"M11.3 4.3a1 1 0 0 1 1.4 0l5 5a1 1 0 0 1 0 1.4l-5 5a1 1 0 1 1-1.4-1.4l3.29-3.3H3a1 1 0 1 1 0-2h11.59l-3.3-3.3a1 1 0 0 1 0-1.4z\"\/><\/svg>\n\t\t\t\t\t<\/button>\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<p class=\"pca-cta-trust\">\n\t\t\t\t\t<svg viewBox=\"0 0 20 20\" aria-hidden=\"true\" focusable=\"false\"><path fill=\"currentColor\" d=\"M10 2a4 4 0 0 0-4 4v2H5a1 1 0 0 0-1 1v8a1 1 0 0 0 1 1h10a1 1 0 0 0 1-1V9a1 1 0 0 0-1-1h-1V6a4 4 0 0 0-4-4zm-2 6V6a2 2 0 1 1 4 0v2H8z\"\/><\/svg>\n\t\t\t\t\tSecure payment by Stripe\t\t\t\t<\/p>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\n\n<div class=\"wp-block-group pca-formation-intro is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading\">An online course on how to manage difficult customers<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">This course on how to manage difficult customers first aims to reduce their number through a perfect approach: understanding the reasons for aggression, preparing, making contact, decoding gestures, discovering needs with the SOS method and rephrasing. It then gives you techniques for the most recalcitrant customers: the pressure scale, negotiation, objections, safety techniques and stress management. You take it online, at your own pace.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Looking for another course? See our <a href=\"\/en\/courses\/customer-service-course\/\">customer service course<\/a> and our <a href=\"\/en\/courses\/sales-course\/\">sales course<\/a>, or read our <a href=\"\/en\/blog\/\">expert guides<\/a>.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group pca-formation-tabs has-contrast-alt-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\"><section class=\"pca-formation-content alignfull wp-block-acf-contenu-formation\">\n\t<div class=\"pca-block-container pca-block-container--wide\">\n\t\t<div class=\"pca-formation-content__layout\">\n\t\t\t<div class=\"pca-formation-content__main pca-prose pca-prose--formation is-layout-flow\">\n\t\t\t\t<div class=\"acf-innerblocks-container\">\n\n<h2 class=\"wp-block-heading\">The online course on managing difficult customers<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">This online course on dealing with difficult customers aims to reduce the number of unpleasant customers through a perfect approach, and also offers you techniques for dealing with the most recalcitrant callers. You\u2019ll also find stress management techniques. This online course can be taken at your own pace.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The videos in this course on managing difficult customers are approximately 1 hour and 30 minutes long. You can review them as often as desired. You also have access to a course plan with hyperlinks for further exploration of certain concepts, PDF content, and a quiz to evaluate your knowledge. This course corresponds to a 1-day in-person training.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Principles<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Anyone can be a difficult client<\/li>\n\n\n<li>The different types of violence<\/li>\n\n\n<li>The reasons for aggression<\/li>\n\n\n<li>Factors increasing risk<\/li>\n\n\n<li>Assailants: defense reactions<\/li>\n\n\n<li>Victims: consequences of aggression and stress<\/li>\n\n\n<li>Consequences of aggression and stress<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Trying to Satisfy Clients to Reduce the Number of Difficult Clients<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The motivations of an individual<\/li>\n\n\n<li>Elements of communication<\/li>\n\n\n<li>What disarms an interlocutor<\/li>\n\n\n<li>The <a href=\"\/en\/sos-sales-technique\/\">SOS system<\/a><\/li>\n\n\n<li>Attitudes with clients<\/li>\n\n\n<li>Types of clients<\/li>\n\n\n<li>Types of agents<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Steps of Good Client Contact<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The steps<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Preparation<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Day preparation<\/li>\n\n\n<li>Mental preparation<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Contacting<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Elements of contact<\/li>\n\n\n<li>The approach<\/li>\n\n\n<li>Decode gestures<\/li>\n\n\n<li>Decode gestures (continued)<\/li>\n\n\n<li>Decode aggressive gestures<\/li>\n\n\n<li>The most dangerous moments<\/li>\n\n\n<li>Steps of phone contact<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Discovering Needs<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The SOS discovery<\/li>\n\n\n<li>Discovering the interlocutor\u2019s needs<\/li>\n\n\n<li>Active listening<\/li>\n\n\n<li>Silence<\/li>\n\n\n<li>Control the length of contact<\/li>\n\n\n<li>What to avoid during discovery<\/li>\n\n\n<li>Subjects not to discuss<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Rephrasing<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Why and how to <a href=\"\/en\/sales-reformulation\/\">rephrase<\/a><\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Solution<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The pressure scale<\/li>\n\n\n<li>The SOS service<\/li>\n\n\n<li>Persuade with choices<\/li>\n\n\n<li>The negotiation scheme<\/li>\n\n\n<li><a href=\"\/en\/win-win-negotiation\/\">Negotiate<\/a><\/li>\n\n\n<li>Force or part ways<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Objections and Aggressive Clients<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Steps for <a href=\"\/en\/how-to-respond-to-objections\/\">responding to objections<\/a><\/li>\n\n\n<li>Response techniques<\/li>\n\n\n<li>What not to do<\/li>\n\n\n<li>Safety techniques<\/li>\n\n\n<li>Aggressive clients: reduce perception<\/li>\n\n\n<li>Aggressive clients: what to do<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Stress Management<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Definition of stress<\/li>\n\n\n<li>Mental tips<\/li>\n\n\n<li>Physical tips<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Conclusion of contact<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Follow-up<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Follow-up<\/li>\n\n\n<li>Debriefing<\/li>\n\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Summary and Tools of the Online Course<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The steps<\/li>\n\n\n<li>Day preparation: what I need to do<\/li>\n\n\n<li>Preparation for each contact<\/li>\n\n\n<li>Initial contact<\/li>\n\n\n<li>Listening to needs: key questions<\/li>\n\n\n<li>The pressure scale<\/li>\n\n\n<li>Simple SOS<\/li>\n\n\n<li>Persuade with choices<\/li>\n\n<\/ul>\n\n<\/div>\n\t\t\t<\/div>\n\n\t\t\t<aside class=\"pca-formation-content__aside\" aria-label=\"Course information\">\n\t\t\t\t\t\t\t\t\t<nav class=\"pca-formation-content__aside-card pca-formation-content__aside-card--nav\" aria-label=\"Contents\">\n\t\t\t\t\t\t<p class=\"pca-formation-content__aside-eyebrow\">Contents<\/p>\n\t\t\t\t\t\t<ol class=\"pca-formation-content__toc\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#the-online-course-on-managing-difficult-customers\">\n\t\t\t\t\t\t\t\t\t\tThe online course on managing difficult customers\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#principles\">\n\t\t\t\t\t\t\t\t\t\tPrinciples\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#trying-to-satisfy-clients-to-reduce-the-number-of-difficult-clients\">\n\t\t\t\t\t\t\t\t\t\tTrying to Satisfy Clients to Reduce the Number of Difficult Clients\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#steps-of-good-client-contact\">\n\t\t\t\t\t\t\t\t\t\tSteps of Good Client Contact\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#preparation\">\n\t\t\t\t\t\t\t\t\t\tPreparation\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#contacting\">\n\t\t\t\t\t\t\t\t\t\tContacting\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#discovering-needs\">\n\t\t\t\t\t\t\t\t\t\tDiscovering Needs\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#rephrasing\">\n\t\t\t\t\t\t\t\t\t\tRephrasing\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#solution\">\n\t\t\t\t\t\t\t\t\t\tSolution\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#objections-and-aggressive-clients\">\n\t\t\t\t\t\t\t\t\t\tObjections and Aggressive Clients\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#stress-management\">\n\t\t\t\t\t\t\t\t\t\tStress Management\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#conclusion\">\n\t\t\t\t\t\t\t\t\t\tConclusion\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#follow-up\">\n\t\t\t\t\t\t\t\t\t\tFollow-up\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t<a href=\"#summary-and-tools-of-the-online-course\">\n\t\t\t\t\t\t\t\t\t\tSummary and Tools of the Online Course\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ol>\n\t\t\t\t\t<\/nav>\n\t\t\t\t\n\t\t\t\t\t\t\t\t<div class=\"pca-formation-content__aside-card pca-formation-content__aside-card--offer\">\n\t\t\t\t\t<p class=\"pca-formation-content__aside-eyebrow\">Online course<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\t<p class=\"pca-formation-content__aside-price\">$65.00<\/p>\n\t\t\t\t\t\t<p class=\"pca-formation-content__aside-lead\">\n\t\t\t\t\t\t\tLearn at your own pace, wherever and whenever you want.\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\n\t\t\t\t\t<div\n\t\t\t\t\t\tclass=\"pca-formation-hero__checkout-status pca-formation-content__checkout-status\"\n\t\t\t\t\t\tdata-pca-checkout-status\n\t\t\t\t\t\thidden\n\t\t\t\t\t\taria-live=\"polite\"\n\t\t\t\t\t><\/div>\n\n\t\t\t\t\t<div class=\"pca-formation-hero__actions pca-formation-content__aside-actions\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<button\n\t\t\t\t\t\t\t\ttype=\"button\"\n\t\t\t\t\t\t\t\tclass=\"pca-button pca-button--primary pca-cta pca-formation-hero__buy\"\n\t\t\t\t\t\t\t\tdata-formation-id=\"50130\"\n\t\t\t\t\t\t\t>\n\t\t\t\t\t\t\t\t<span>Start the course<\/span>\n\t\t\t\t\t\t\t\t<svg class=\"pca-cta__arrow\" viewBox=\"0 0 20 20\" aria-hidden=\"true\" focusable=\"false\"><path fill=\"currentColor\" d=\"M11.3 4.3a1 1 0 0 1 1.4 0l5 5a1 1 0 0 1 0 1.4l-5 5a1 1 0 1 1-1.4-1.4l3.29-3.3H3a1 1 0 1 1 0-2h11.59l-3.3-3.3a1 1 0 0 1 0-1.4z\"\/><\/svg>\n\t\t\t\t\t\t\t<\/button>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<p class=\"pca-cta-trust\">\n\t\t\t\t\t\t\t<svg viewBox=\"0 0 20 20\" aria-hidden=\"true\" focusable=\"false\"><path fill=\"currentColor\" d=\"M10 2a4 4 0 0 0-4 4v2H5a1 1 0 0 0-1 1v8a1 1 0 0 0 1 1h10a1 1 0 0 0 1-1V9a1 1 0 0 0-1-1h-1V6a4 4 0 0 0-4-4zm-2 6V6a2 2 0 1 1 4 0v2H8z\"\/><\/svg>\n\t\t\t\t\t\t\tSecure payment by Stripe\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/aside>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n<\/div>\n\n\n\n<div class=\"wp-block-group pca-formation-faq is-layout-flow wp-block-group-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Frequently asked questions about managing difficult customers<\/h2>\n\n\n<div class=\"pca-accordion os-accordion align pca-accordion--light wp-block-acf-accordion\">\n\t<button type=\"button\" class=\"pca-accordion__trigger os-accordion-question-wrapper\" aria-expanded=\"false\">\n\t\t<span class=\"pca-accordion__title\">How does the online course on difficult customers work?<\/span>\n\t\t<span class=\"pca-accordion__icon os-accordion-arrow-wrapper\" aria-hidden=\"true\">\n\t\t\t<svg viewBox=\"0 0 448 512\" focusable=\"false\"><path fill=\"currentColor\" d=\"M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z\"><\/path><\/svg>\n\t\t<\/span>\n\t<\/button>\n\t<div class=\"pca-accordion__panel os-accordion-answer-panel\" hidden>\n\t\t\t\t<div class=\"acf-innerblocks-container\">\n\n<p class=\"wp-block-paragraph\">The course includes about 1 hour and 30 minutes of videos that you can review as often as desired, a course plan with hyperlinks, PDF content and a quiz to evaluate your knowledge. You take it at your own pace.<\/p>\n\n<\/div>\n\t\t\t<\/div>\n<\/div>\n\n\n<div class=\"pca-accordion os-accordion align pca-accordion--light wp-block-acf-accordion\">\n\t<button type=\"button\" class=\"pca-accordion__trigger os-accordion-question-wrapper\" aria-expanded=\"false\">\n\t\t<span class=\"pca-accordion__title\">How much does the course on managing difficult customers cost?<\/span>\n\t\t<span class=\"pca-accordion__icon os-accordion-arrow-wrapper\" aria-hidden=\"true\">\n\t\t\t<svg viewBox=\"0 0 448 512\" focusable=\"false\"><path fill=\"currentColor\" d=\"M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z\"><\/path><\/svg>\n\t\t<\/span>\n\t<\/button>\n\t<div class=\"pca-accordion__panel os-accordion-answer-panel\" hidden>\n\t\t\t\t<div class=\"acf-innerblocks-container\">\n\n<p class=\"wp-block-paragraph\">The online course costs $65.<\/p>\n\n<\/div>\n\t\t\t<\/div>\n<\/div>\n\n\n<div class=\"pca-accordion os-accordion align pca-accordion--light wp-block-acf-accordion\">\n\t<button type=\"button\" class=\"pca-accordion__trigger os-accordion-question-wrapper\" aria-expanded=\"false\">\n\t\t<span class=\"pca-accordion__title\">How can you reduce the number of difficult customers?<\/span>\n\t\t<span class=\"pca-accordion__icon os-accordion-arrow-wrapper\" aria-hidden=\"true\">\n\t\t\t<svg viewBox=\"0 0 448 512\" focusable=\"false\"><path fill=\"currentColor\" d=\"M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z\"><\/path><\/svg>\n\t\t<\/span>\n\t<\/button>\n\t<div class=\"pca-accordion__panel os-accordion-answer-panel\" hidden>\n\t\t\t\t<div class=\"acf-innerblocks-container\">\n\n<p class=\"wp-block-paragraph\">By trying to satisfy every customer through a perfect approach: understanding their motivations and the elements of communication, knowing what disarms an interlocutor and applying the SOS system at each step of the contact.<\/p>\n\n<\/div>\n\t\t\t<\/div>\n<\/div>\n\n\n<div class=\"pca-accordion os-accordion align pca-accordion--light wp-block-acf-accordion\">\n\t<button type=\"button\" class=\"pca-accordion__trigger os-accordion-question-wrapper\" aria-expanded=\"false\">\n\t\t<span class=\"pca-accordion__title\">What should you do with an aggressive customer?<\/span>\n\t\t<span class=\"pca-accordion__icon os-accordion-arrow-wrapper\" aria-hidden=\"true\">\n\t\t\t<svg viewBox=\"0 0 448 512\" focusable=\"false\"><path fill=\"currentColor\" d=\"M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z\"><\/path><\/svg>\n\t\t<\/span>\n\t<\/button>\n\t<div class=\"pca-accordion__panel os-accordion-answer-panel\" hidden>\n\t\t\t\t<div class=\"acf-innerblocks-container\">\n\n<p class=\"wp-block-paragraph\">The course presents the steps for responding to objections, what not to do, safety techniques, how to reduce the perception of aggression and what to do with aggressive customers, as well as the pressure scale and negotiation.<\/p>\n\n<\/div>\n\t\t\t<\/div>\n<\/div>\n\n\n<div class=\"pca-accordion os-accordion align pca-accordion--light wp-block-acf-accordion\">\n\t<button type=\"button\" class=\"pca-accordion__trigger os-accordion-question-wrapper\" aria-expanded=\"false\">\n\t\t<span class=\"pca-accordion__title\">Does the course cover stress management?<\/span>\n\t\t<span class=\"pca-accordion__icon os-accordion-arrow-wrapper\" aria-hidden=\"true\">\n\t\t\t<svg viewBox=\"0 0 448 512\" focusable=\"false\"><path fill=\"currentColor\" d=\"M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z\"><\/path><\/svg>\n\t\t<\/span>\n\t<\/button>\n\t<div class=\"pca-accordion__panel os-accordion-answer-panel\" hidden>\n\t\t\t\t<div class=\"acf-innerblocks-container\">\n\n<p class=\"wp-block-paragraph\">Yes. A module covers the definition of stress, mental tips and physical tips, since aggression and stress have consequences for the victims.<\/p>\n\n<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n\n\n\n<section class=\"pca-index-formations alignfull wp-block-acf-index-formations\">\n\t<div class=\"pca-block-container pca-block-container--wide\">\n\t\t\t\t\t<header class=\"pca-index-formations__header\">\n\t\t\t\t<p class=\"pca-index-formations__eyebrow\">Catalogue<\/p>\n\t\t\t\t<h2 class=\"pca-index-formations__title\">Our other online courses<\/h2>\n\t\t\t\t<p class=\"pca-index-formations__lead\">Targeted programs to develop your professional skills.<\/p>\n\t\t\t<\/header>\n\t\t\n\t\t\n\t\t<div id=\"ca-formations-container\" class=\"pca-formations-grid pca-formations-grid--stagger\">\n\t\t\t\t\t\t\t\t\t\t\t\t<article class=\"ca-formations-index-card pca-formation-card customer-service online\">\n\t\t\t\t\t\t<a class=\"pca-formation-card__media\" href=\"https:\/\/challenge-action.com\/en\/courses\/how-to-manage-difficult-customers\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img src=\"https:\/\/challenge-action.com\/wp-content\/uploads\/2021\/09\/pexels-yan-krukov-7640798-768x512.jpg\" alt=\"\" loading=\"lazy\" decoding=\"async\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"pca-formation-card__badge\">$65.00<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<div class=\"pca-formation-card__body\">\n\t\t\t\t\t\t\t<h3 class=\"ca-formation-card-title pca-formation-card__title\">\n\t\t\t\t\t\t\t\t<a href=\"https:\/\/challenge-action.com\/en\/courses\/how-to-manage-difficult-customers\/\">How to manage difficult customers<\/a>\n\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"pca-formation-card__excerpt\">This online course shows you how to manage difficult customers: reduce their number through a perfect approach, then handle the most recalcitrant ones and your own stress. Take it at your own pace.<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"pca-formation-card__footer\">\n\t\t\t\t\t\t\t\t<a class=\"pca-formation-card__cta\" href=\"https:\/\/challenge-action.com\/en\/courses\/how-to-manage-difficult-customers\/\">\n\t\t\t\t\t\t\t\t\tSee the course\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/article>\n\t\t\t\t\t\t\t\t\t<article class=\"ca-formations-index-card pca-formation-card customer-service online\">\n\t\t\t\t\t\t<a class=\"pca-formation-card__media\" href=\"https:\/\/challenge-action.com\/en\/courses\/customer-service-course\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img src=\"https:\/\/challenge-action.com\/wp-content\/uploads\/2021\/09\/pexels-pavel-danilyuk-6812435-768x512.jpg\" alt=\"\" loading=\"lazy\" decoding=\"async\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"pca-formation-card__badge\">$65.00<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<div class=\"pca-formation-card__body\">\n\t\t\t\t\t\t\t<h3 class=\"ca-formation-card-title pca-formation-card__title\">\n\t\t\t\t\t\t\t\t<a href=\"https:\/\/challenge-action.com\/en\/courses\/customer-service-course\/\">Customer service course<\/a>\n\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"pca-formation-card__excerpt\">This online customer service course gives anyone in contact with customers the steps and best techniques for delivering exceptional service. Take it at your own pace, from the location of your choice.<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"pca-formation-card__footer\">\n\t\t\t\t\t\t\t\t<a class=\"pca-formation-card__cta\" href=\"https:\/\/challenge-action.com\/en\/courses\/customer-service-course\/\">\n\t\t\t\t\t\t\t\t\tSee the course\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/article>\n\t\t\t\t\t\t\t\t\t<article class=\"ca-formations-index-card pca-formation-card online sales\">\n\t\t\t\t\t\t<a class=\"pca-formation-card__media\" href=\"https:\/\/challenge-action.com\/en\/courses\/sales-course\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img src=\"https:\/\/challenge-action.com\/wp-content\/uploads\/2021\/09\/pexels-sora-shimazaki-5673488-768x512.jpg\" alt=\"\" loading=\"lazy\" decoding=\"async\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"pca-formation-card__badge\">$65.00<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t<div class=\"pca-formation-card__body\">\n\t\t\t\t\t\t\t<h3 class=\"ca-formation-card-title pca-formation-card__title\">\n\t\t\t\t\t\t\t\t<a href=\"https:\/\/challenge-action.com\/en\/courses\/sales-course\/\">Online sales course<\/a>\n\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"pca-formation-card__excerpt\">This online sales course teaches you the steps of a sale and the techniques of the best salespeople, with the tools to create your sales pitch. Take it at your own pace, wherever you want.<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"pca-formation-card__footer\">\n\t\t\t\t\t\t\t\t<a class=\"pca-formation-card__cta\" href=\"https:\/\/challenge-action.com\/en\/courses\/sales-course\/\">\n\t\t\t\t\t\t\t\t\tSee the course\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/article>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>This online course shows you how to manage difficult customers: reduce their number through a perfect approach, then handle the most recalcitrant ones and your own stress. Take it at your own pace.<\/p>\n","protected":false},"featured_media":11783,"template":"","formation_modalite":[57],"formation_type":[60,63],"class_list":["post-50130","formations","type-formations","status-publish","has-post-thumbnail","hentry","formation_modalite-en-ligne","formation_type-customer-service","formation_type-online"],"acf":{"price":65},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to Manage Difficult Customers: Online Course<\/title>\n<meta name=\"description\" content=\"Online course on how to manage difficult customers: reduce their number, handle aggressive customers, negotiate and manage stress. 1.5 hours of videos, $65.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/challenge-action.com\/en\/courses\/how-to-manage-difficult-customers\/\" \/>\n<meta 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