Handling Customer Emotion


Providing customer service excellence is what will keep your customers coming back.


Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, people skills are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance.


This workshop gives you the skills to communicate professionalism when customers have negative emotion. The result is that you will gain respect, enhance customer relationships, and keep your customers coming back.


To get the best results, training needs to be directly applicable to your workplace.  Therefore, Corporate LearnOvations’ programs are customized to meet your strategic business goals and use your organization’s terminology and scenarios. In addition, you select the workshop goals that best meet your needs.  For example, Corporate LearningOvations' clients have selected various goals for their customized workshops of listening, building rapport and handling customer emotion over the phone. Some of these goals have been to learn to . . .


  • Build customer respect through active listening

  • Understand the components of listening in person and on the phone

  • Identify the barriers to building rapport with customers

  • Identify the barriers to understanding the customer

  • Respond to customers to show you are listening

  • Adhere to the Platinum Rule of Relationships

  • Gain customer trust

  • Increase rapport and prevent breakdowns in rapport

  • Calm customer emotions as you focus on what you want

  • Decrease defensiveness in self and others

  • Understand how customers express what they feel, believe and want

  • Turn problem makers into problem solvers


. . . or other goals that are crucial to your organization!


Duration: Half-day or full day


Target Audience: 

  • Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, managers and business owners

  • Limited to 30 participants



  • Fee includes needs assessment, workshop customization, pre-session contacts and post-session reinforcements with participants, and all training workbooks and handouts

  • Multi-session discounts available

  • Call for rates