MDP on Managing Difficult Customers

Faculty member(s) offering the MDP
Dr R Sugant & Dr. Mousumi Sengupta

Area: Marketing + Behavioural Science

Objectives of the MDP

  • To provide insights on significance of team work for managerial effectiveness
  • To endeavour to share approaches for effective team building
  • To provide hands-on experience on team work through team-based activities
  • To endeavour to enhance the conceptual understanding of conflict management
  • To share and discuss the strategies to resolve conflicts for organizational harmony   

Topic Coverage / Outline

Overview of Customer Relationship & Customer Value
Difficult Customers – Passives, Voicers, Irates and Activists

Dealing with customers:
Role of perception and personality in handling customers
Communication: the mantra for success

Service Recovery – Tools & Strategies
Building Customer Loyalty and Profitable Customers


  • Classroom sessions
  • Interactive activities/ games/ role plays
  • Case Studies

Participants Expected Profile:

Any executive – from sales/ marketing/ service/ operations who are in customer facing role

Fees Proposed per participant

Rs.1500 per participant