About the Course
Every business will eventually encounter difficult customers.
How you handle them can make or break the brand and reputation of your business, impact the morale of your employees, and directly affect the sales, profits, and survival of your business.
But here's the truth: most customer conflicts are not random — they follow patterns.
And when you understand those patterns, you can respond with confidence, clarity, and control.
In this course, you will learn how to navigate customer tension without losing your cool.
You will discover the psychology behind difficult behaviours, how to avoid common mistakes that escalate conflict, and how to distinguish between customers who can be won over and those who are simply toxic for your business.
We will introduce you to a simple and powerful strategy for de-escalating tense conversations and turning unhappy customers into your most loyal advocates.
If you’ve ever dreaded dealing with a rude, angry, or unreasonable customer, this course will give you the tools, mindset, and language to take control and come out on top.
What will you learn?
In this course, you will learn:
The difference between difficult and toxic customers, and how to spot each early.
The mindset you must adopt to maintain emotional control and authority in tense moments with customers.
Common triggers that turn minor issues into major blowups, and how to avoid them.
How to turn a conflict into a strategic opportunity to build trust and deepen customer loyalty.
A breakdown of the L.E.A.S.T. strategy and how to apply it in real customer scenarios.
How to listen in a way that makes customers feel heard, even if they’re wrong.
Techniques to protect your staff and culture from chronic complainers and toxic behaviour.
If you want to build a more robust customer-centric business model and build solid systems to help your sales and customer service teams, this course is a must-watch for you.
Who is this course for?
This course is valuable for:
- Small business owners who regularly interact with customers and want to manage conflicts more effectively.
- Customer service professionals looking to upgrade their communication and conflict resolution skills.
- Sales teams and frontline staff who deal with objections, complaints, and high-pressure interactions with prospects and customers.
- Startup founders who want to build a customer-centric brand without being pushed around.
- Managers and team leads responsible for coaching staff on how to respond to difficult clients or customers.
- Anyone who wants to master the art of staying calm, professional, and persuasive during tough customer moments.
Course details
- Format: 6 pre-recorded lesson videos. Available to watch now on mobile, laptop, or desktop.
- Flexibility: Watch whenever you want, wherever you are. Learn at your own pace. No need to attend live classes.
- Length: 3 hours. Full and comprehensive course.
- Access: Members only. Only members of the BMG Academy can access this course and dozens of other courses by John-Paul Iwuoha. Click here to become a member.
- Q&A: Use the comments section below each lesson to ask questions, and get feedback and answers from John-Paul that are tailored to your situation.
- Price: See price here.
Click the button below to join the BMG Academy and take this course.
___________
About the BMG Academy
The BMG Academy is a platform by Activator HQ for entrepreneurs and business owners who want to learn, grow, and win in business.
With access to dozens of detailed business courses by John-Paul Iwuoha, our members learn how to start or grow a business, attract and keep customers, boost sales and profits, raise funds from investors and banks, outsmart their competitors, develop structure and systems, fix tough business problems, and exploit market opportunities.
Click here to learn more and join us in the BMG Academy.
About the Trainer
Read John-Paul Iwuoha's Profile:
John-Paul Iwuoha is a management consultant, trainer, and former consultant at PwC.
He specializes in business startup, growth, and turnaround strategies, and has helped dozens of entrepreneurs and business owners start, build, and grow their businesses.
He has qualifications in Finance, Business, and Engineering (Mech.), and he is a Chartered Certified Accountant (ACCA). His industry experience covers financial services, tech, agribusiness, energy, manufacturing, retail, real estate, and more.
John-Paul is sought after for his expertise, insights, and advice. He has trained over 50,000 entrepreneurs trained since 2013.
He was a judge for the Africa Business Heroes Prize (2022 & 2023), a mentor on the Tony Elumelu Entrepreneurship Program, and a director & advisory Board Member for six companies.
He is a LinkedIn Top Voice for Startups and Entrepreneurship and has been featured on several local and international media platforms, including CNN, HuffPost, Fidelity SME Forum, Business Day, TAP Magazine, VOP 90.3FM, etc.
){kind=link}