Who this course is for
Stay calm, in control and professional with even the hardest customers. Practical techniques to de-escalate and resolve.
- Frontline and customer service staff
- Support, claims and complaints teams
- Retail, banking and hospitality teams
- Anyone facing difficult customers
What you will learn
Module 1: Why customers get difficult
Read the situation and the emotion behind it.
Module 2: Staying calm under fire
Keep your composure when it counts.
Module 3: De-escalation techniques
Bring the temperature down, fast.
Module 4: Saying no and setting boundaries
Hold the line without losing the customer.
Module 5: After the storm
Recover, document and protect your own wellbeing.
Learn from the founder
Prashant Shinde
Twenty plus years of training delivery and 75,000+ professionals trained across 140+ countries. Prashant designs and leads every Agile Visa flagship programme and partners with organisations across Malaysia as a strategic learning and development advisor.
Upcoming cohorts
| Cohort | Format | Status |
|---|---|---|
| Monthly public cohorts, Kuala Lumpur and online | 1 day / 7 hours, blended | Open for registration |
| Private in-house cohort, your dates | On site at your office | Book a date |
Confirmed public cohort dates are shared on enquiry. Private cohorts run on dates that suit your team.
Frequently asked questions
How much does Handling Difficult Customers cost in Malaysia?
This programme runs as a private, in-house cohort priced per engagement.
Is this course HRD Corp claimable?
Our founder, Prashant Shinde, is HRD Corp Accredited Trainer. Agile Visa is not yet an HRD Corp registered training provider, so these programmes are not HRD Corp claimable at this time.
Who is this course for?
Frontline and customer service staff. Support, claims and complaints teams. Retail, banking and hospitality teams. Anyone facing difficult customers.
Who delivers the training?
The programme is founder designed by Prashant Shinde, an ICAgile accredited and HRD Corp Accredited Trainer with 20+ years of delivery and 75,000+ professionals trained across 140+ countries.
Last reviewed: 8 June 2026 by Prashant Shinde, Founder, ICAgile accredited and HRD Corp Accredited Trainer.
Run this as a private cohort for your team
We deliver Handling Difficult Customers as an in-house cohort built around your real projects and tools, starting with a Training Needs Analysis. Structured for HRD Corp registered employers.
Talk to us about a cohort