Dealing with Difficult Customers

Unflappable: Dealing with difficult customers.

Handle the most difficult customers with confidence and care—and build an unparalleled customer service reputation.

Are you unsure how to handle angry customers? Finding your approach only escalates aggression? It’s possible to settle these situations empathetically and reduce stress for all concerned. This course looks at the sources of conflict and how you can handle them more effectively. You’ll evaluate your current approach to conflict management, consider factors that may be affecting communication, and learn advanced verbal techniques for de-escalation. Ideal for professionals on the frontline, it will help you collaborate with clients of all kinds to problem-solve and achieve mutually agreeable outcomes.

  • What is covered in the course?

    • What is the difference between difficult, angry and abusive customers?
    • How can I respond in each instance without escalating the situation?
    • What external factors might be contributing to customer hostility?
    • How can reflective listening help me demonstrate empathy and understanding?
    • What is collaborative language and why is it relevant to conflict resolution?
    • How and why should I use effective questioning to gather information?
    • What workplace and environmental factors can I change or be more aware of?
    • How can I manage my own emotions and stay calm under pressure?
  • Should I attend?

    Professionals wanting to handle difficult customer situations better – regardless of their level – should attend.

  • How will I benefit?

    Developing your conflict resolution skills will have direct positive impacts on your professional performance and experience. You’ll exit the course with a toolkit relevant to every interaction you have and feel confident working with customers from first complaint to resolution.

  • How will my organisation benefit?

    Your new skills will help your organisation save customer and stakeholder relationships they may currently be losing, and develop a name for service excellence. You’ll also be able to share new strategies and tools with colleagues—improving empathy and communication capabilities across the organisation.

    Need customised training for your organisation?

    Contact our team to discuss customising this course to meet your needs.


  • AQF Equivalence, Articulation Pathways CPD Points and Certification

    • You will receive a soft copy University of Adelaide Certificate of Completion.
    • This PACE course may contribute to earning Continuing Professional Development (CPD) points or credit. Many professional associations accredit CPD at a standard rate of 1 hour of professional development / learning = 1 CPD point. This should be used as a guide only and confirmation should be sought from your accrediting body prior to registration in any PACE course or program.
Gary used a clear framework throughout the session and used scenarios. We had the chance to ask specific questions and he gave us specific tools to use.past participant

What will I receive as part of this course?

  • Printed course book and materials (PDF copy for tablet on request)
  • Certificate of Completion and training record
  • Refreshments during the day, including a light lunch on full day courses

What should I bring to the course?

Our courses are designed to be work-related and interactive. Please bring current workplace examples related to this topic for use on the day.

What further development can I do?

We recommend Professional Customer Services Skills.

Want to do this course online?

Dealing with Difficult, Angry or Aggressive Customers Online.

Available course dates:

  • Tuesday 4 June 2024 (9:00 a.m. - 4:30 p.m.)

    Course Start Date: Tuesday 4 June 2024 (9:00 a.m. - 4:30 p.m.)
    Location: L 7, 10 Pulteney St. Adelaide
    Gary Edwards LLB (Hons) CSP

    Gary is a corporate trainer, facilitator and coach, who specialises in helping business people to improve their performance by showing them how to communicate more effectively in critical situations: leadership, workplace culture, teams, sales, negotiation, conflict resolution and customer service. A former lawyer and trained mediator, Gary has over 20 years’ experience in education and consulting in the public and private sectors and in vocational training and higher education, as well as working as a researcher in workplace learning, change management and professional performance. He is a Certified Speaking Professional (CSP) – an internationally recognised level of certification from Professional Speakers Australia (PSA), the peak body for professional speakers in Australia. Less than 150 people in Australia hold the CSP designation. Gary is also an accredited Workplace Trainer and Assessor. Gary’s teaching approach is based on his twin beliefs that being able to work in collaboration with others is the key to personal and organisational success, and that it is the quality of the conversations that we have every day with other people that determines the level of that success. In delivering his programs he focuses on providing practical strategies and tools: the emphasis is on “how to do it”, not just “what to do”.

    Schedule number: 8454
    Required fees: Price
    Registration (GST Free)$810.00
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