Dealing with Difficult Customers (December 2023)

Tuesday, December 12, 2023 - 13:00 to 16:00

Dealing with difficult customers

Loughborough University 
Tuesday 12th December 2023 

Most of us will at some time or another experience difficult situations with certain people or certain types of behaviour in others; be this aggression, sarcasm, put-downs, threatening or abusive behaviour. This session will help to build confidence and skills in dealing with these situations in a positive and effective way. 

Time: 1.00-4.00pm

  • Drinks and registration from 1.00-2.00 – bring your own lunch and take the opportunity to network with colleagues whilst eating it.
  • The session on dealing with difficult customers will run between 2.00 - 4.00
  • Venue: Pilkington Library, Loughborough University, Loughborough, LE11 3TU
  • Optional tours can be arranged on the day if people are interested.

This afternoon seminar will include:

  • Begin to build your own resilience to these situations.
  • Handle aggressive, angry, upset and unresponsive individuals more effectively.
  • Recognise the different types of difficult customers we may come into contact with.
  • Understand different behaviour types and begin to feel more confident and assertive.
  • Understand the importance of our own reactions when dealing with difficult customers.

The seminar will be led by: Matt Cunningham, User Services Manager, Loughborough University Library

Audience: This event is aimed at front line Library staff who deal with customers – in whatever guise they take.

Booking: via Ticket Tailor.


Travel directions and a campus map are available from the Loughborough University website. Security at the Gatehouse to the University will inform you where to
park upon arrival if driving – it is likely to be in the campus’s multi-storey car park, which is a five minute walk from the Library. There will be a small charge for parking.

If travelling via train, the Kinch bus from the train station will stop outside the Library.

Further enquiries: Please contact Matt Cunningham


Pilkington Library, Loughborough University, Loughborough, LE11 3TU