Learn to Deal with Difficult Clients

Take the H.E.A.T.

Problem: When an upset or angry client contacts your Agency over a mistake or misunderstanding, how your team reacts makes a difference. Through their behavior they will either escalate or de-escalate a potentially HEATED situation. The problem is many employees don’t have the confidence or skills to engage in “difficult” client situations. As a result, their reactions range from matching the client’s anger, being defensive, fearful, or avoiding the conflict by passing the individual on to someone else. These natural reactions cause clients to feel undervalued and frustrated, adding fuel to their fire.

Solution: Ensure everyone on your team has the skills, confidence, and language to successfully engage in difficult client situations. It’s why Dealing with Difficult Clients (Take the Heat) Training needs to be an essential part of every Agency’s commitment to providing their team with the skills to resolve conflicts.

✔ Online Self-Led Training

✔ 2-5 Hours to Complete

✔ Access for 2 Weeks

✔ Optional Coaching Add-On

Investment: $125 per participant*

*non-event pricing

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Each participant will learn to:

✔ Handle difficult client situations with confidence

✔ Hear through a client's anger to understand the real issue and solve the right problem

✔ Ensure that a disgruntled client feels listened to and understood

✔ Leave a client feeling cared for, even if you can't give them what they want

✔ Resolve conflict, achieve results, and retain the client

Ensure that your team, who is often the first to hear client issues, has the confidence and skills to handle difficult client situations, without taking up more of your time!

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