# Event Details - **Event Name**: Handling Irate Customers - **Event Start and End Date**: Mon, 05 Oct, 2026 at 09:00 am – Mon, 05 Oct, 2026 at 04:00 pm (+08:00) - **Event Description**: This program develops the discipline, communication control, and emotional intelligence required to de-escalate tense situations.About this EventHandling angry customers is not about winning the argument—it’s about controlling the interaction, protecting the relationship, and driving resolution. This program develops the discipline, communication control, and emotional intelligence required to de-escalate tense situations and turn difficult conversations into constructive outcomes.Main ObjectivesDe-escalate tense interactions using controlled communication, tone, and structured responsesManage personal emotions and apply empathy to maintain professionalism under pressureIdentify root causes quickly and deliver clear, realistic solutions without overpromisingWho This Is ForCustomer service representatives and call center agentsFrontline employees dealing with complaints or escalationsSupervisors managing service quality and customer recoveryProfessionals who regularly handle high-pressure customer interactionsTraining MethodologiesScenario-Based Role PlayParticipants practice high-stress situations using realistic customer profiles and guided frameworks.Coaching + Feedback LoopsImmediate facilitator and peer feedback to refine tone, language, and control techniques.Outline1. Introduction to Customer IrritationUnderstanding Customer EmotionsTypes of Difficult CustomersImpact of Irate Customers on Businesses2. Foundations of Emotional Intelligence (EQ)Recognizing your emotional response (Self-Awareness)Tips on Managing personal stress during interactionsEmpathy: Understanding customers’ perspectives3. Communication Skills for De-EscalationDemonstrating attentiveness and understanding through Active ListeningPositive Scripting: Phrasing that reassures and calmsAvoiding Words that Trigger Customer "Irateness"4. Problem-Solving Under PressureAsking probing questions effectivelyOffering Solutions: How to give options without promising the impossibleSetting Boundaries: Politely but firmly managing unreasonable demands5. Managing the Conversation FlowAcknowledging the customer’s concernMaintaining Control: Techniques to keep the conversation on trackIdentifying Escalation Need6. Strategies for Turning Around Negative InteractionsApologizing Effectively and SincerelyBuilding Rapport in Difficult SituationsProviding Assurance Statements7. Practical Role-Play ExercisesRealistic Scenarios: Practicing with typical irate customer scenariosFeedback: Reviewing strengths and improvement areasPeer Observations: Learning through observing others’ techniques - **Event URL**: https://allevents.in/mandaluyong-city/handling-irate-customers/100001994140481862 - **Event Categories**: fitness, Workshops - **Slot details of has slots**: - **Interested Audience**: - total_interested_count: 0 - **Event Highlights**: - Duration: 7 hours - Location: Mpower Learning Manila - Languages: English ## Ticket Details - **Ticket Price Range**: min: 1888.77, max: 5038.47, currency: PHP ## Event venue details - **city**: Mandaluyong City - **state**: MM - **country**: Philippines - **location**: Mpower Learning Manila - **lat**: 14.6210878 - **long**: 121.0505905 - **full address**: Mpower Learning Manila, 222 Vivaldi Residences, 628 EDSA c.or Aurora Blvd, Mandaluyong City, Philippines ## Event gallery - **Alt text**: Handling Irate Customers - **Image URL**: https://cdn-az.allevents.in/events10/banners/1890ba81aecb47eaf2aab8ccc2a8339ae4988285e9f721b3f397b97c959c6ab0-rimg-w1200-h670-dcca6ce4-gmir.jpg?v=1784216014 ## FAQs - **Q**: When and where is Handling Irate Customers being held? - **A:** Handling Irate Customers takes place on Mon, 05 Oct, 2026 at 09:00 am to Mon, 05 Oct, 2026 at 04:00 pm at Mpower Learning Manila, 222 Vivaldi Residences, 628 EDSA c.or Aurora Blvd, Mandaluyong City, Philippines. - **Q**: Who is organizing Handling Irate Customers? - **A:** Handling Irate Customers is organized by Mpower Learning Manila. - **Q**: Who is this event for? Is it right for me? - **A:** Handling Irate Customers is ideal for curious learners, students, and skill-builders looking to gain hands-on knowledge and practical expertise in a focused, interactive setting. Whether you're a first-time attendee or a longtime enthusiast in Mandaluyong City, this event is thoughtfully curated to deliver a standout experience worth every moment. 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